Northeast Ohio Regional Library System

10/13/2014
9:00 a.m. - 3:15 p.m.

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Geographic Member/Other Cost:    $170
Full/CE Member Cost:                  $  85
Includes lunch

Join us for NEO's 3rd Annual Staff Day!
Keynote: How to Tell Anyone Anything:
Techniques for Handling Difficult Workplace Conversations
Richard Gallagher, Author, Customer Service Survival Kit
How do you deal with toxic bosses, arrogant  co-workers, or people who drive you completely crazy? This keynote presentation will teach you the secrets of strength-based communication—a proven, criticism-free way to communicate, based on recent behavior science, that lets you win without getting people defensive.

 

Kent State University
Student Center/ 2nd floor ballroom
1085 Risman Drive
Kent, OH 44242

click here for Google Maps

Melissa Lattanzi
(phone: 330-655-0531)

Breakout sessions include:

• Everyday Apps for Everyone + Hands-On Lab--Hollly Klingler, NEO-RLS
  We will discuss some of the best apps around today and how they can benefit you, your library and your patrons.  Take this opportunity to play in NEO's Tech Lab.
• Safety & Security--B.J. Loggins, Cuyahoga County Public Library
  You will discuss staying safe and how to diffuse problems before they occur.  You will be giving tips and solutions on how to deal with some of the many situations that occur in our public libraries to maintain a safe and welcoming environment.
• The Customer Service Survival Kit: How to Handle Your Very Worst Customer Situations--  Rich Gallagher, Keynote
  This breakout session will teach you how to become supremely confident in any customer situation, using the same proven skills that hostage negotiators, psychotherapists and law enforcement professionals use in their worst situations, including:
• Let Me Speak to Your Supervisor": Role-Playing Your Worst Situations with External and Internal Customers--Rich Gallagher, Keynote
  This session gives you a chance to workshop your own worst situations with internal and external customers, in a live role-playing session that is fun for everyone! Don’t worry, no one gets called on, but everyone is welcome to discuss – or act out – their biggest customer challenges. Bring your toughest customer problems to this interactive session, and leave with customer skills that will last you a lifetime.
• Coworkers are customers too--Cathy Hakala- Ausperk, NEO-RLS
  Customer service skills and training don’t apply to the public only! As staff members work more closely together and formal and informal teams are born, it becomes clear that all that kindness and respect we’ve been taught to show to our customers works great with fellow employees as well! Learn to handle ALL your day-to-day interactions – with patrons and co-workers – the same way, so you can all enjoy the benefits of a respectful, enriching workplace.
• Share Projects, Share Success--Cathy Hakala- Ausperk, NEO-RLS
  How and why libraries should look “outward” to find community partners.
• Readers' Advisory for the Rest of Us--
  Mary Olson, Medina County District Library
  Readers' Advisory is one of your Library's most valuable and unique services. Get staff at every level excited about promoting your expertise with titles, tips, and tricks that get everyone ready to answer "What should I read next?"
• Innovative Outreach!--Haylee McEwing , Youngstown Public Library
  Ann Plazek, Medina County Public Library
  Come to this session to hear about two different outreach initiatives.  The Public Library of Youngstown and Mahoning County will discuss their Pop Up Library.   Medina County District Library will share their collaboration between the library, a retiring elementary principal, a current kindergarten teacher, an adult literacy organization and the United Way!
• Good Stress vs. Bad Stress--Tracey Snider, CAPE
  Tips and techniques for dealing with good and bad stress.
• The Reference Interview - A Quest for Understanding--
  Bryan Harris, Stark County District Library
  Many look at the reference interview as a quest for information.  That it is.  But before we can provide information, we have to understand what the patron wants. We sometimes rush to provide information without that understanding, which can lead to frustration. During this session we’ll look at good and  bad (and sometimes humorous) methods for obtaining  the understanding that leads to information.
• Beyond Google:  Not Just for the Reference Librarian--
  Don Boozer, Know It Now
  While Google remains one of the Internet's most useful tools, it does have its limitations and frustrations. Google Search doesn't (yet) find absolutely everything, so it's good to have multiple tools and strategies ready at your fingertips. This program will provide some alternatives to the Google gargantuan and describe how, when, and why to steer clear of it and navigate to other ports of information.
• Marketing Email Best Practices--John Murphy, Murphy Agency
  Attendees will leave with actionable steps they can take that very day, and they will have a better understanding of the importance of email marketing in the digital age.
• Every Child Ready to Read Update--
  Carrie Burrier, Akron Summit County Public Library
  Catch up on all the great resources for Ohio Ready to Read and bring your own experiences and ideas to share.
• Common Core and Public Libraries--School Librarians
  How Public Libraries can assist their student patrons, parents and teachers with the Common Core (Ohio's New Learning Standards: ONLS). Links to online resources will be available.
• KSU School of Library Information Tour
  Thinking about attending library or school or just curious to see the new renovations.  Please join us for a tour.

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