![]() ![]() Help create the environment in your library that lowers drama and supports positive staff and visitor interactions.Active listening and empathy are key to small talk because they are. ![]() Have more strategies and tactics to bring to your encounters with library visitors who are not having a good day. The most vital communication skills to small talk involve active listening and empathy.Better maintain a positive "performance state" regardless of the other person's behavior.Starting with the assumption that most people are good people doing the best they know how, topics include doing your homework (do you have the facts?), tweaking policies, improving your responses, how the library's physical environment can be a help or hindrance, and where to draw the line, plus some ways to de-escalate and lower the drama quotient.įollowing this webinar, you will know how to: Maybe they don't want to lower their voice, take their support peacock outside, stop yelling at other customers, stopping cutting up magazines, stopping hogging a terminal after timeout, or rein in their rampant young folks. Maybe they have a cause or political position and won't be happy until the library leadership accepts all of their terms, unconditionally. Maybe they don't like policies related to the pandemic, ones you have no control over. To which you say, It really sucks, and then add, especially when there. You need to be able to tell someone exactly how you feel, and why. Basically, it works like this: The person might say, This commute sucks. You need to back up what you have to say with concrete reasons. It’s about being honest, direct and objective. You need to be clear about what you want. To do that well, we must be willing to be uncomfortable and vulnerable. Maybe they don't like your books, your programming, your services, or the art on the wall. Strategies For Successfully Having Uncomfortable Conversations. In this course, we will equip you with a process that you can use to successfully handle almost any challenging client interaction. Maybe they are ticked off because the event– which they did not buy tickets for–was sold out, and they were turned away at the door. Mastering Difficult Client Conversations Staff Video Guide Welcome to Mastering Difficult Client Conversations. Don't let uncomfortable situations become the norm in your pers. Maybe they didn't want to wait in line to talk with a reference librarian during finals. Learn effective strategies for handling uncomfortable conversations with care and compassion. ![]()
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