I attended all the live online sessions and completed the assigned homework for this class. I learned many tools for creating story times that embrace early literacy skills. The session on the importance of play resonated with me, and I have been encouraging parents to embrace play with their children. I found the speakers to [...]
I attended the webinar "Difficult Discussions with Patrons: Using Jefferson Fisher's Book the Next Conversation" by Steve Albrecht Nobody likes to hear bad news and most people hate being told what to do. How we tell people what they can and cannot do in a library has an effect on how people react. I was [...]
part 1: Elisabeth Marrocolla She spoke a lot about how to communicate effectively and how communication and boundaries work together. She focused on how being clear is kind and how we need to remember that being assertive in a clear way is true kindness and to focus on being clear instead of being "nice". This [...]
Webinar: Customer Service Training for Frontline Staff. This webinar was very informative in offering several ways to offer good, positive customer service to patrons that leaves them feeling valued and understood. One word that most or all of the speakers used was empathy. Having empathy for patrons, whether it’s frustration, sadness, excitement, and even gratitude [...]