APLSS Programs 2011-12
Date: Thursday, August 23, 2012
Time: 9:45 AM - 12:15 PM
Location: CCPL - Headquarters
Members: $30. Non-Members: $45. Students: $25
Have you ever wondered what you need to do to prepare your library for a weather emergency? Have you ever heard a weather report and wondered what was meant by a watch vs. a warning? If so, join us and Ed Hopkins of the Maryland Emergency Management Agency to find out! The lecture program will address these important issues, including a discussion of key differences between state and local emergency management and the components of an emergency preparedness kit. The main focus will be how to prepare your library, but most of the information can also be applied to individuals. A Q&A session will round out the program.
This program has been approved for 2 contact hours of continuing education.
Customer Service- Balancing Rights and Responsibilities
Date: Thursday, January 19, 2012
Time: 1:30 - 4:00 PM
Location: AACPL - West County Branch
Members: $35. Non-Members: $52.50. Students: $30
When it comes to customer service, knowing how to balance rights and responsibilities can at times be difficult. Join us as we discuss staff rights and customer responsibilities and how they fit into the library setting as well as how to know when a situation moves into a security issue and then how to address that. At the conclusion of the course you will be able to describe the difference between a customer service issue and a security issue and respond appropriately as well as explain three ways to communicate effectively with customers who have problems.
Presenters are Nicole McLain (Circulation Services Manager - Perry Hall Branch - Baltimore County Public Library) and Jamie Iannuzzelli (Assistant Circulation Services Manager - Catonsville Branch - Baltimore County Public Library).
This program has been approved for 2.5 contact hours of continuing education.
APLSS Programs 2009-10
Working With You is Killing Me!
Wednesday, June 2, 2010. 1:00 - 4:15 PM - Perry Hall Public Library
MLA Members: $35 Non-Members: $52.50 Students: $30.00
This program is worth 3 contact hours of Continuing Education.
Doris Trainor - Director, Employee Relations and Professional Development, Loyola University
Mark Emmel - Manager of Training and Development, University of Baltimore.
Here’s how to "unhook" yourself from the difficult interpersonal situations at work by recognizing the symptoms of negative workplace relationships. Learn the role each of us plays in these situations and how to set boundaries and control your reactions to co-workers who cross those boundaries. This workshop focuses on the importance of interpersonal relationships with co-workers and how to fix these relationships when they start to cause problems.
Thursday, August 27, 2009 from 1:00 - 4:15 PM - 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 1:00 - 4:15 PM 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 - 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.
Last updated 05 June 2013.