APLSS Programs 2009-10

True Colors

Thursday, August 27, 2009 from 1:00pm-4:15pm - BCPL, Catonsville Library.

Program Speaker is Mark Emmel from the University of Baltimore. Registration deadline is August 15, 2009. Please contact the MLA Office for registration information.

Your natural temperament has implications for the way you work - how you communicate, process information, etc. True Colors, based on the work of educator Don Lowry, simplifies temperament theory and makes identifying you and your colleagues' natural work styles fun, easy and accessible for organizations of all types.  Each participant will complete a simple test or inventory to determine their dominant temperament/style. By doing this, you will:

• Develop a greater understanding of your own temperament
• Develop a greater understanding of your co-workers' temperaments
• Learn better ways to communicate
• Identify ways to improve teamwork
• Improve your ability to influence others

APLSS Programs 2008-09

Service That Works: People and Process

Thursday, November 20, 2008 1:00pm - 4:15pm BCPL- Rosedale Branch

WIf you are working the front line at your library you are probably the first person your patrons see. That means you could be the target of their frustrations with library systems and processes - or even problems that have nothing to do with what's taking place in the library. This workshop will help you know what to do and what to say when customers express their frustrations in a demanding or offensive way.

Participants will use a self-assessment tool to understand their preferred style when engaging in conflict. Through tips, tools and practice scenarios, participants will learn how to:

• Manage challenging customer interactions
• Communicate effectively with customers to reach a mutually beneficial outcome
• Respond to difficult situations with professionalism and confidence
• Apply problem solving techniques to address customer service dilemmas
• Identify key factors that define excellent customer service
• Develop a personal action plan to improve customer service in their libraries

APLSS Programs 2007-08

APLSS Presents: Understanding Your Personality Style: The Myers-Briggs Type Indicator

Thursday November 29, 2007 1:30 PM - 4:15 PM

Want to understand why people in your library act the way they do? Learn about the four basic personality types used by the Myers-Briggs Indicator Test and how to apply this information to real life situations. You will learn at least two ways that personality traits can facilitate or block productivity on the job, as well as how interpersonal skills can heighten job effectiveness. This will be a hands on workshop with a question and answer format. Limited to 50 people.

This program is worth 2.5 contact hours of continuing education.