Communication

Coaching Skills for Managers

Coaching is a critical tool for improving job performance in both quality and productivity.  Mentoring can be a vital resource for professional advice and problem solving.  By focusing on these important supervisory concepts, this program will help participants to take a more active and successful role in staff development.  Participants will learn the benefits of using coaching skills, learn strategies for effective coaching and mentoring of both groups and individuals, discover how to maintain momentum and avoid getting “stuck” or challenged in meeting responsibilities, and develop coaching skills to improve workplace performance.  (Full Day)

Group Dynamics

Whether you are leading a team or a team member, and understanding of how group members work together can help your team to improve their collaboration and productivity.  Participants will learn about the characteristics of effective teams, common barriers to team efficacy, the benefits of working in teams and ways to build team productivity.  Through a variety of lessons and activities, students will develop their skills for leading and working in groups. (Full Day)

Top Notch Communication Skills for Success

Communication is an essential job function for all of us.  Effective communication skills can help to make your job a lot easier and a lot more enjoyable.  Superior communication skills can even lead to promotion on the job.  Participants will learn the value of “situation communication” and strategies for communicating with a variety of people of different genders, generations and ranks; how to give and receive feedback; how to handle emotions under pressure; how to communicate with techies to get the support you need; what your non-verbal communication may be saying that isn’t helping to get what you want and how to run effective meetings.  (Full Day)

Communicate Your Way to Better Patron Service

Communication is at the heart of every patron interaction.  This workshop teaches participants about some common (and avoidable) communication mistakes that create service problems.  By learning how to approach customer interactions, library staff at all levels will learn how to make the service interaction rewarding for both library users and themselves.  Participants will learn how to ask the right questions to help their users, how to recognize and reduce stressors that can interfere with good service, as well as strategies for dealing with difficult situations. (Full Day)

Reference Interview? Question Interview!

Reference librarians have been using the reference interview to clarify users’ information needs for decades, if not centuries.  During this workshop participants will learn how to use reference interview techniques to get at the heart of any question a patron is asking.  They will learn strategies to overcome obstacles to communicating effectively with library users and identify specific Question Interview techniques where they need to grow.  (Note:  Material in this half-day workshop is covered in the full day “Communicate Your Way to Better Patron Service”)