Coping at the Counter
Coping at the Counter Tuesday 11 November 2008 09.30-12.30
Venue: London Mathematical Society
This half-day workshop is designed to raise your confidence in face-to-face interactions with library users. It covers theory and practice in skills for assertive and appropriate behaviour towards library users. There will be discussions, exercises and theory to explain and illustrate why certain strategies work better than others; exchanges of experience are encouraged. Trainer Sheila Ritchie has worked in LIS for many years. She trains people in personal and interpersonal skills using practical and transferable methods. Programme 09.30 Welcome, coffee and introduction Course objectives and current issues Participants’ jobs: the good and the not-so-easy What do customers want and need? What is bad and good service? 10.45 Break 11.00 Assertive behaviour and how it aids communication Dealing with typical counter situations well 12.30 Workshop ends Pre-course Preparation Please write notes on some of the customer service situations you have experienced. This material will be used as real examples on the workshop. To reserve a space on this event either complete our online booking form at
or email us directly at
Cost: £80 for CPD25 members, and £110 for other institutions, including refreshments. Please note that there are limited places available for this event. Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.