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)