Northeast Ohio Regional Library System
A Day for Circ Staff: Frontline Success
Date/Time
5/6/2015
9:30 a.m. - 3:30 p.m.
9:30 a.m. - 3:30 p.m.
Event Registration
This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.
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Event Description
Geographic Member/Other Cost: $170
Full/CE Member Cost: $ 85
• Positive Attitudes on Negative Days
• Hola! Privet! Namaste!: Face to Face with Your Diverse Community
• Body Language
• Words to Use and Lose
• Success and challenges
Full/CE Member Cost: $ 85
• Positive Attitudes on Negative Days
• Hola! Privet! Namaste!: Face to Face with Your Diverse Community
• Body Language
• Words to Use and Lose
• Success and challenges
Location
Contact Person
Melissa Lattanzi
(phone: 330-655-0531)
(phone: 330-655-0531)
Details
Join us for a day dedicated to frontline success. The morning starts with Positive Attitudes on Negative Days. What is the secret to keeping a good attitude when everything is going wrong?
Followed by Hola! Privet! Namaste!: Face to Face with Your Diverse Community” (That’s “hello” in Spanish, Russian, and Nepali)
Northeast Ohio is rich in ethnic and linguistic diversity, and this is reflected in the communities served by our public libraries. But when language or a cultural barrier seems to be getting in the way of meeting your customers’ needs, what can you do? We’ll talk about how to bridge the communication gap, and give you a few handy tools and phrases that can help you succeed in providing excellent customer service to every patron.
After lunch we will have an interactive program on Body Language and what is your body telling you and a discussion on what words to use and what words to lose in conversations with your patrons.
Lastly, we will end with sharing your circulation success and challenges.
Presenters:
Cathy Hakala-Ausperk, Director, NEO
Aurora Martinez, is the University Heights Branch Manager at the Cleveland Heights-University Heights Public Library. She has also worked for the Euclid Public Library and the Geauga County Public Library. Prior to entering the library field, Aurora was a teacher of Spanish as well as English as a Second Language, and worked as a translator and interpreter.
Holly Klingler, Emerging Technologies Librarian, NEO and certified in non-verbal analysis.
Melissa Lattanzi, Continuing Education Coordinator, NEO
Followed by Hola! Privet! Namaste!: Face to Face with Your Diverse Community” (That’s “hello” in Spanish, Russian, and Nepali)
Northeast Ohio is rich in ethnic and linguistic diversity, and this is reflected in the communities served by our public libraries. But when language or a cultural barrier seems to be getting in the way of meeting your customers’ needs, what can you do? We’ll talk about how to bridge the communication gap, and give you a few handy tools and phrases that can help you succeed in providing excellent customer service to every patron.
After lunch we will have an interactive program on Body Language and what is your body telling you and a discussion on what words to use and what words to lose in conversations with your patrons.
Lastly, we will end with sharing your circulation success and challenges.
Presenters:
Cathy Hakala-Ausperk, Director, NEO
Aurora Martinez, is the University Heights Branch Manager at the Cleveland Heights-University Heights Public Library. She has also worked for the Euclid Public Library and the Geauga County Public Library. Prior to entering the library field, Aurora was a teacher of Spanish as well as English as a Second Language, and worked as a translator and interpreter.
Holly Klingler, Emerging Technologies Librarian, NEO and certified in non-verbal analysis.
Melissa Lattanzi, Continuing Education Coordinator, NEO
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A Day for Circ Staff: Frontline Success
Face to Face Event