In turbulent times, many Americans turn to their libraries. While this is a true affirmation of the value our country places on its libraries, it increases the responsibility for library staff to meet the public with the best customer service. During times of community turmoil, it is an extra challenge to convey patience, good humor, an accurate knowledge of your collections and services, and a willingness to serve. Learn how to ramp up your skills to maintain a safe, welcoming environment where everyone can visit, work, and play without feeling uncomfortable. Keep calm, confident and capable of guiding your community through difficult times.

Presented by: Pat Wagner, library trainer and consultant with 35+ years’ experience, and known for her practical programs.

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Related Resources and Links

• Libraries and Workforce Development Video Series with Pat Wagner
• Find Pat 
  • LinkedIn: Pat Wagner
    
  • twitter: @pat2pattern 
• Internal Customer Service
  • How to Avoid the 5 Most Common Employee Appraisal Biases
• Internal and External Customer Service
  • Project Implicit Tests Regarding Bias
  • Teaching Tolerance, Southern Poverty Law Center
• Books
  • Aaron T. Beck, MD. Prisoners Of Hate: The Cognitive Basis of Anger, Hostility, and Violence
  • Gavin De Becker. The Gift of Fear.  Dealing with potential violence in the workplace.
  • Dr. Karen Pryor. Don’t Shoot the Dog: The New Art of Teaching and Training. The importance of positive reinforcement in human relations.
  • Claire Raines and Lara Ewing. The Art of Connecting: How to Overcome Differences, Build Rapport, and Communicate Effectively with Anyone
• Webinar and resources on Community-Led Libraries
• Mentioned in chat
  • working with volunteers resources:
    • from California's Get Involved: Powered by Your Library (and related WebJunction webinar)
    • Firing High Maintenance Volunteers
    • Developing and Managing Volunteer Programs
  • On Human Libraries in 3 Ways Libraries Can Channel Understanding in Confusing Times
  • WebJunction webinar and course Extreme Customer Service, Every Time
  • Other WebJunction resources on Library Customer Service