91´«Ã½

CHICAGO—91´«Ã½ Editions announces an exciting new workshop, with Laurie Brown. This workshop will last 90 minutes and take place Thursday, October 13, 2016, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific.

Drawing on 20 years’ experience as a trainer and coach, Laurie Brown will show you how to create a welcoming, friendly experience for patrons, students, and other library users. Satisfied customers mean good vibes, and happy library users are part of a strong library. In addition to learning how to fulfill the expectations of the people who use your library, you will also get pointers on listening and communications skills to help your conversations with angry, chatty, or overly demanding patrons as gracefully as possible.



Topics include:

• The top 3 customer service qualities for your library and how to achieve them
• Defusing conflict with challenging patrons
• Ensuring that staff makes positive customer experience a priority
• How to question library users effectively

About the Instructor

Known as an engaging and fun presenter, Laurie Brown has more than 20 years’ experience as a trainer, coach and speaker. In addition to customer service, she speaks on developing effective communication skills. She was a facilitator in the Public Library Association’s Turning the Page 2.0 advocacy training. Brown has worked with culturally diverse audiences at all organizational levels, and her clients have included Fortune 500 companies, government agencies and small family-owned businesses.

Registration for this 91´«Ã½ Editions Workshop is available on the . You can purchase registration at both and rates.

91´«Ã½ Editions Workshops are designed to give you and your staff the opportunity to participate in a hands-on learning experience that will help you make the best technology decisions for your library.

publishes resources used worldwide by tens of thousands of library and information professionals to improve programs, build on best practices, develop leadership, and for personal professional development. 91´«Ã½ authors and developers are leaders in their fields, and their content is published in a growing range of print and electronic formats. Contact us at editionscoursehelp@ala.org.

purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.

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