This is an archived webinar. You will receive a magic link
to watch it via email the day before it is scheduled. But don't let this
fool you. The magic link allows you to view it at any time...day or
This particular online experience is a mere 60 minutes in
length. Easy to fit into your busy schedule.
cost you ask? No charge for SERLS members...a mere $15.00 for all
other libraries. Enjoy.
____________________________________________________________________________________ SERLS Member Libraries: $0.00
In this informative program Pat Wagner
will cover topic areas including: understanding the reasons for communication
challenges; syncing with the other person's "pace" or speed of response;
improving signs and handouts; implementing different versions of the "reference
interview" for different styles; knowing what to do and when to ask for help
when "nothing works", and respecting people who have communication challenges.
At the conclusion of the webinar,
participants will be able to:
Know the limits of what your library
reasonably can offer in terms of customer service when communication breaks
Learn and execute the "chunking down"
strategy: One small step at a time
Listen to customer requests for a more
user-friendly reference interview, and incorporate their feedback in your
Understand that patience and empathy will
mean more to the challenging library customer than the "right" answer
SERLS Member Libraries: $0.00
All Other Libraries: $15.00