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Unlocking Customer Satisfaction: The Role of Goal-Oriented Listening and Empathetic Communication to Improve Customer Interaction

Want to master the art of exceptional customer service? This interactive workshop, equips attendees with essential communication techniques to navigate any customer interaction. Based on the latest research in effective communication, the program equips attendees with goal-oriented listening techniques, diffusing techniques, and empathetic communication. By applying these communication techniques, attendees will be able to build […]

Self-Care for Library Administrators: Promoting Wellness to Battle the Impact of Stressors in the Workplace for You and Your Staff

Library professionals face numerous stressors in their work such as challenging patron behaviors, providing excellent customer service, and shrinking staff numbers and budgets. Those serving in an administrative position are faced with attempting to manage not only their own well-being, but those of the staff they supervise. Stressors in the library profession can lead to […]

Full Steam Ahead!: How to Successfully Sail an Ocean of Emotions

Do you ever feel like you are overcome with a tidal wave of emotions? Or holding back your own emotional dam that is filled to the brim? How about trying to sail around the jagged rocks of someone else’s emotions? Emotions are energies that rise and fall, that come and go. And sometimes it is […]

Library Signage: The Good, The Bad, and the Ugly

Customer service and library signage go hand in hand. How do patrons see your library’s signage and does it address appropriate customer needs? The session will look critically at many types of library signs and review the positive and negative aspects of library signage. We will also address how to conduct a signage audit and […]

Prompt Engineering & Chatbots in Libraries

This webinar will discuss prompt engineering techniques for general large language models (LLMs) such as ChatGPT, Google Gemini, Microsoft Copilot, and Claude AI. Focusing on prompt engineering techniques for interacting […]

The Thanks Giving Challenge

The Thanksgiving Holiday is about reflecting on our blessings and acknowledging our gratitude for the people and things in our lives that bring us feelings of joy and peace. It feels good to celebrate the holiday with family, friends and loved ones, so why not make the spirit of your Thanksgiving even bigger and better? […]

Who’s On First: Cleaning up Communication

Communication is essential to running a productive and effective workplace. We all have different communication styles and may unwittingly create confusion or discord. This program explores numerous ways we can improve how we communicate and decrease frustration while boosting cooperation. Attendees will: • Identify 1 thing you can start and stop doing to improve your […]

AI Literacy Made Easy: A Practical Toolkit for Public Libraries

Equip yourself with a practical toolkit and actionable tips for rolling out community AI literacy initiatives that any library can implement. This webinar will walk you through easy-to-follow strategies, provide […]

Be a Library Champion!

Many people think they know what a 21st century library offers, but the truth is, many don’t know the full story of the hidden gem right in their neighborhood. The […]

From A to Gen Z: The ABCs of Leading Gen Z in the Workplace

Statistics indicate that around 27% of Gen Z is expected to significantly influence the workforce by 2025. Today's workforce encompasses up to five distinct generations, spanning from Baby Boomers to […]