Interpersonal Skills - 2017 Marlow
Date and time
Location
Marlow - Garland Smith Public Library
702 W Main Marlow, OK 73055Description
Interpersonal Skills
6 hour class (Spring)
A. Communicating effectively - oral & written
B. Leadership skills
C. People skills for effective customer service
D. Proactive customer service skills
E. Dealing with problem customers
F. Dealing with emergency situations
Upon completing this class, students will have knowledge of:
the importance of good interpersonal communication skills and how those skills are practiced in libraries
leadership skills of use to librarians
concepts of effective customer service (using Oklahoma examples)
o importance of positive attitude - smiling
o identify who is the customer
o respond to customer demand
o evaluation of services
the importance of community involvement by staff and outreach services by libraries
practical techniques for dealing with problem customers
factors to consider when planning for and dealing with emergency situations