From: Karin Zilla (karinz@certifiedemployment.com)
Date: Wed Aug 27 2003 - 09:22:11 PDT
From: "Karin Zilla" <karinz@certifiedemployment.com> Subject: FW: Infopeople's newest workshop "Conflict Resolution in the Library Workplace" Date: Wed, 27 Aug 2003 09:22:11 -0700 Message-ID: <NEBBLKCKOKHOCPLBEACCOEKFCBAA.karinz@certifiedemployment.com>
Thanks for the notice, Ava.
-----Original Message-----
From: owner-ncal-lib@ucdavis.edu [mailto:owner-ncal-lib@ucdavis.edu]On
Behalf Of Goldman, Ava
Sent: Tuesday, August 26, 2003 12:03 PM
To: 'ncal-lib@ucdavis.edu'
Subject: Infopeople's newest workshop "Conflict Resolution in the
Library Workplace"
Cross-posted.
Infopeople is very pleased to be able to offer a series of workshop
sessions taught by nationally recognized library trainer Pat Wagner. These
workshops will be of interest to anyone in the library community who wants
to improve their ability to work with others during the current stressful
times. The content of the workshop complements but is substantially
different from the content of Infopeople's previous workshops, "Mastering
Tough Public Service Situations" and "When Being Nice Isn't Working."
Because of the broad-based relevance of this workshop, we ask that you
please print this announcement and either post it or route it to your
colleagues. Thanks!
Title: Conflict Resolution in the Library Workplace
Dates and locations:
Tuesday, October 7, Contra Costa County Library, Pleasant Hill Monday,
December 1, San Francisco Public Library Monday, December 15, Cerritos
Public Library Tuesday, December 16, Los Angeles Public Library
To register for this workshop: Use the online registration form at
http://www.infopeople.org/WS/workshop/Workshop/137
The stress of current budget cuts, staff layoffs, and the current political
and economic headlines can cause emotional conflicts in libraries-- even
among nice people. Whether it is the library user who
walks in angry, the employee who turns every request into an argument, or
the supervisor who doesn't appear to listen, day-to-day conflict seems to
be increasing. Fortunately, there are proven tools to help get people back
to work while treating each other well. Come to this workshop to learn how
to:
--Feel calm, interested and confident in a variety of difficult situations.
--Analyze emotional situations rationally. --Unstick people from their
unhappy pasts. --Say the right thing at the right time in order to defuse
hostile feelings. --Coach staff and colleagues to do better problem solving.
--Improve productivity and morale. --Know when and how you are the problem!
You will leave this course feeling more resourceful, prepared with specific
techniques that you can implement immediately to manage and resolve
existing conflicts with library users, staff and administrators.
Workshop Description: This one-day workshop uses written exercises,
lecture, small and large group discussion, demonstration and practice, with
opportunities for you to think, write and discuss your pressing workplace
conflicts in a safe and good-humored environment. A reproducible handout
with exercises and bibliography will help you spread the word back at your
library or help you coach others to resolve their own workplace conflicts
successfully.
Preliminary Course Outline:
Introduction
---Conflict in your own workplace
---Basic measures of communication and conflict management ---Create a safe
environment ---Rules of communication
Resolving Conflicts
---Basic three-step model
---Applying the three steps
---Promoting behavior change
More Tools for Resolving Conflicts
---The VAK (visual, auditory, kinesthetic) model
---Communicate so other people listen and act
---Words that work
---What to say to angry people
Next Steps
---Identifying what needs to change
---Suggested behaviors checklist
Workshop Instructor: Pat Wagner. Pat and her husband Leif Smith own Pattern
Research, a 28-year-old training and research business in Denver. Pat has
worked with all types of libraries for 25 years as a consultant, trainer
and coach on workplace topics such as personnel, management, leadership,
career and marketing issues. She has been a frequent visitor to California
libraries and has presented on behalf of the California State Library and
the California Library Association. At the national level, Pat has
presented at ALA, ARMA, SLA, MLA and AALL, and is a LAMA/ALA regional
institute trainer for project management, influence and conflict management.
Who Should Attend: Anyone from the California library community who would
like to improve their ability to handle conflict in the workplace.
Prerequisites: None
Fee: There is a $75.00 fee for this workshop. Infopeople does not provide
parking passes, lunch or refreshments.
Other Logistics:
*On-site check-in is from 8:30-9:00 AM; instruction is from 9:00 AM-4:30 PM.
*Maps, directions, and parking information are available on the Infopeople
Web site at http://infopeople.org/WS/workshop/Directions
*Infopeople does not provide refreshments or lunch. Since some training
locations do not have in-house or convenient food service, Infopeople
recommends that participants bring a sack lunch.
To view a complete list of Infopeople workshops and for general information
about Infopeople training opportunities, go to the main Infopeople
Workshops page at http://infopeople.org/WS/workshop
If you have questions about registration or scheduling of workshops, please
contact Linda Rodenspiel, the Infopeople Project Assistant, at
assist@infopeople.org or by phone at 650-578-9685.
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