Tuesday, February 5, 2013

Speaking With Confidence

Feb 14, 2013 10:00am - Feb 14, 2013 11:00am
 The Communication Skills Series includes three one-hour webinars geared toward library support staff or any staff interested in professional development.
Pt. 2: Speaking With Confidence When You Feel the Heat!
Communicating effectively when emotions are high and the pressure is building is not easy. That’s why many people choose to either “fight or run”! As we know, both of those strategies tend to add only more pressure to the situation.
A different approach to handling situations including “unannounced VIP visits”, “your supervisor or manager watching you handle an angry and unreasonable customer” or even an unexpected crisis is needed.
There are better ways for you to Speak Up and Be Heard when the Heat Is On and this fun and interactive webinar will explain how you can:
  • Turn seemingly unpleasant challenges from others into opportunities to be heard and respected
  • Use specific tips and techniques to smooth things over and create a space for understanding and compromise
  • Overcome the three major fears in handling “hot” situations
This webinar will be delivered via SEFLIN Connect. Log-in information will be emailed approximately one week before the course.
Presented by: Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the PCI Webinars.
Registration deadline:  02/07/2013
Participation in this class can count toward the requirements for a certificate in the Paraprofessional Roles and Skills Training Track (SEFLIN members only).
Staff from Florida libraries may register for this workshop at no charge. Priority will be given to SEFLIN members. Non-members will be placed on a waiting list and added as space permits after the registration deadline.
Non-Member Registration Form


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