11/13/2019
10:00 AM - 11:00 AM Eastern

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Customer Service

The immortal Kurt Vonnegut said, "The America I love still exists at the front desks of our public libraries." In this webinar, you can discover at least three ways to shift your library from good enough to unexpectedly amazing, and take your community's image of the public library to new heights. Locate your library's first impressions, displays, customer service, policies and more on the "Yes-O-Meter" and understand how to move from "No" or "Yes, but..." to a powerful culture of "Yes, and!" The insights you gain for shifting your library culture will invigorate the relationships between your staff and with your community.

Learning Objectives: 

• Discover at least three ways to go from good enough to unexpectedly amazing.
• Look at the value of “Yes, and…” as it applies to policies and services at your library.
• Share and learn techniques for shifting your library culture to invigorate the relationship between your staff and your community. 

Presenters:

Sharon Morris is Director of Library Development at the Colorado State Library and offers a myriad of professional development on leadership topics as well as positive organizational development, such as happiness & libraries, using “yes, and” for library services, and conflict resolution. She offers staff days and provides interactive workshops and presentations throughout the U.S. This session offers practical activities and learning that excite Sharon because she has seen first-hand how these techniques have improved people’s feeling of welcome and wonder in libraries.
 
Kieran Hixon is the Technology and Digital Initiatives Consultant for the Colorado State Library and Past-President of the Association for Rural and Small Libraries. He is passionate about rural libraries and communities and has found happiness living on 40 acres in the foothills of the Wet Mountains with lots of chickens, dogs, a horse, and a brave cat. He is known for his high energy and humor, and isn't sure if it is a good thing or a bad thing.

Online
Via Adobe Connect
UNITED STATES

Melissa Lattanzi
(phone: 3306550531)

Who Should Attend:  Anyone interested in creating a culture of yes

Competency:  Customer Service

GEO Cost:      $40
Bronze Cost:  $24
Silver Cost:    FREE
Gold Cost:     FREE

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11/13/2019

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