Originally presented September 7, 2022
Discover methods to steer uncomfortable situations onto a healthier path. Therapist Casey Coker and librarian Kevin King discuss how to deal with difficult patrons and co-workers in this fun and informative session.
Participants will learn the unseen influences that may cause people to act in difficult ways and how to put ourselves and others in a healthier context when we are interacting personally and professionally.
The core of library service is human interaction - whether between staff or with the public. Having a better understanding of what influences our behavior, and the behavior of others helps build empathy and improve our interactions. This basic understanding is the foundation of a trauma-informed approach to customer service.
Click below to experience this webinar as a tutorial. When you continue past the introduction to the webinar, you'll be prompted to log in. We require login to view the whole tutorial so we can provide certificates of completion for your records and for professional development credit. No purchase is required and you can create a Niche Academy account if you don't already have one. The certificate will be available for download when you have completed all sections of the tutorial.
Click the link below to download the presentation slides:
Me Difficult? Nah, They're Difficult! Slides
Click the link below to download the presentation transcript:
Me Difficult? Nah, They're Difficult Transcript