The Communication Skills Series includes three one-hour webinars geared toward library support staff or any staff interested in professional development. This 60-minute webinar was recorded on February 14, 2013.
Pt. 2: Speaking With Confidence When You Feel the Heat!
Communicating effectively when emotions are high and the pressure is building is not easy. That’s why many people choose to either “fight or run”! As we know, both of those strategies tend to add only more pressure to the situation.
A different approach to handling situations including “unannounced VIP visits”, “your supervisor or manager watching you handle an angry and unreasonable customer” or even an unexpected crisis is needed.
There are better ways for you to Speak Up and Be Heard when the Heat Is On!
This fun and interactive webinar will explain how you can:
- Turn seemingly unpleasant challenges from others into opportunities to be heard and respected
- Use specific tips and techniques to smooth things over and create a space for understanding and compromise
- Overcome the three major fears in handling “hot” situations
Presented by: Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the PCI Webinars.
To access the recording:
After you register for this course, you will receive an email entitled "Course Link for Communication Skills for Paraprofessionals Series: Speaking with Confidence" containing the course link and handouts, if any.