Mastering Difficult Conversations: Part Two: Diffuse the Situation (Library of Virginia)
No matter your role in the library, no one is exempt from having difficult conversations. In this webinar we’ll focus on how to approach difficult issues with patrons with a learning mindset. Together we’ll go over strategies that are gentle yet firm and lead conversations that lead to positive outcomes.
- Identify conversation types
- Prepare for and plan conversations addressing various issues with customers
- Take a mindful approach to guide difficult conversations down a constructive path to greater understanding
Biography: Amanda Johnson
Amanda started her journey in libraries 10 years ago and has since worked in academic, public, and state government environments. Starting out she spent many years on public service desks, leading programs and helping community members find and use information. These daily interactions led Amanda to pursue her interest in building skills and strategies to help libraries uncover community needs, develop effective services, and demonstrate value to all levels of stakeholders.
Amanda holds an MLS degree from Simmons University and has developed trainings for the Public Library Association and Association for Rural & Small Libraries’ Outstanding in Their Field Leadership Institute, as well as, People Connect Institute.
Biography: Lauren Clossey
Lauren Clossey started her career in libraries in 2008 and has worked in academic and public libraries, and as a school library media specialist. Having varied experiences working in different library settings, Lauren is committed to improving organizations through thoughtful and strategic approaches to education, planning, and assessment to meet the changing needs of the library and educational landscape.
Lauren graduated from North Carolina Central University with an MLS degree, is a certified instructional technologist, and has a Master’s degree in instructional design and technology from North Carolina State University. She has developed trainings for the North Carolina Library Association, People Connect Institute, and presented at many conferences and library events.
After registering, you will receive a confirmation email containing information about joining the training.