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Wednesday April 12, 2017 Go To Top
misc_none 2:30 PM  -  4:00 PM Dealing With Challenging Patrons [Marlborough] Remind Me about this Event Download Event Info Tell a Friend
    Contact: Sarah Donnelly   1-866-627-7228   SDonnelly@masslibsystem.org
   

Every library employee encounters challenging patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types. 

In this workshop, library safety and security expert Dr. Steve Albrecht will show you how you can deal with these patrons effectively, efficiently, and without creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with such patrons and effectively defusing challenging situations.

Please join us for a group viewing of this ALA Webinar. 

 

    Location:
MLS-Marlborough Office
225 Cedar Hill St., Suite 229
Marlborough, MA
(866) 627-7228
        There are 29 spaces available.
  Location Map
 
misc_none 2:30 PM  -  4:00 PM Dealing With Challenging Patrons [Northampton] Remind Me about this Event Download Event Info Tell a Friend
    Contact: Sarah Donnelly   1-866-627-7228   SDonnelly@masslibsystem.org
   

Every library employee encounters challenging patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types. 

In this workshop, library safety and security expert Dr. Steve Albrecht will show you how you can deal with these patrons effectively, efficiently, and without creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with such patrons and effectively defusing challenging situations.

Please join us for a group viewing of this ALA Webinar. 

 

    Location:
MLS Northampton
241-243 King Street, Suite 250
Northampton, MA 01060
        There are 37 spaces available.
  Location Map
Wednesday May 3, 2017 Go To Top
misc_none Library Service Model: Unshelved Remind Me about this Event Download Event Info Tell a Friend
    Contact: Sarah Donnelly   1-866-627-7228   SDonnelly@masslibsystem.org
   

Please join us on May 3rd from 11:00 AM to 2:00 PM as we welcome Gene Ambaum of Unshelved for a day of laughing and learning. Gene will deliver two renowned keynote addresses at the Albert Sherman Center Auditorium at the University of Massachusetts Medical School in Worcester. He will also have a book sale/signing during breaks.

11:00 AM - Surviving the Public: Customer Service the Unshelved Way

Tough customers got you down? Let Gene teach you how to stop worrying and learn to enjoy difficult people! The program will focus on the Unshelved approach to customer service: the customer is seldom right. Most customer service interactions can be enjoyable if you have the right frame of mind. Or, failing that, at least you can have the last laugh.

12:00 Noon - Join colleagues in the Sherman Center Cafeteria for lunch; bring your own brown bag or purchase your meal in the cafeteria.

1:00 PM - A Funny Thing Happened on the Way to the Library: an Unshelved Tour of a Suspiciously Familiar Workplace

If you work in libraries you know that sometimes you have to laugh or else you'll cry. In this keynote we deliver the laughs as we take you on a tour of the Mallville  Public Library. The staff and patrons are instantly recognizable, and give you a unique opportunity to gently laugh at yourselves and the people you work with on both sides of the desk. Gene will deconstruct some of Unshelved’s greatest hits, and tell some of the true-life stories that inspired them as well as a few he had to leave out.

 

    Location:
Albert Sherman Center
UMass Medical Center
368 Plantation St.
Worcester, MA 01605
        There are 44 spaces available.
  Location Map
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Today is Sunday March 26, 2017

Massachusetts Library System 225 Cedar Hill Street, Suite 229, Marlborough, MA 01752 508-357-2121





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