Archived 1 Hour Webinar-Listen Now! Measuring and Documenting Employee Performance
Pre-Recorded Webinar Program! Managing the performance of people can be one of the most time-consuming and challenging aspects of any job. Whether you have one direct report or 10, the responsibilities loom large and finding the time to follow sound management practices in everything you do as a supervisor or manager can be challenging. Documentation of performance often feels like one of the most burdensome duties, and unfortunately it is the one that usually gets put off the longest. This webinar looks at proven methods and tools for measuring and documenting employee performance and the benefits of doing so on a consistent basis for everyone in the organization.
Archived 1 Hour Webinar-Listen Now! Emotional Customer Service
Pre-Recorded Webinar Program! Your customers and co-workers “only care what you know, when they know that you care.” The relationships that your build with library staff, management and customers today will be greatly influenced by how these internal and external customers feel about their experiences with you and your organization. The emotions they feel from previous visits will help them to decide how to act the next time they see you. The Emotional Customer Service – Making the Connection with the Customer Webinar focuses on the building of relationships with your patrons and co-workers and the benefits of doing so for everyone in your workplace.
Archived 1 Hour Webinar-Listen Now! Handling Angry Customers with Tact and Skill
Pre-Recorded Webinar Program! What do you do when a customer or employee gets in your face or in your space? How do you react…or do run and hide from it? What is the secret to handling situations with difficult angry customers while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations so that we don’t get caught up in them? The Handling Angry Customers with Tact and Skill webinar explores our dealings with other people by defining the source of their anger and difficult behavior, (hint: it’s not usually the person, it’s their behavior) and gives you a step-by-step approach to help you effectively diffuse and resolve these situations.
Archived 1 Hour Webinar-Listen Now! Just When I Get Comfortable…Everything Changes
Pre-Recorded Webinar Program! Change is all around us today. Technology evolves and changes. We change the look of our buildings and of our personnel. We change our policies and procedures. Budgets change…sometimes more drastically than expected. And many times, change is “dumped” on us, where we have little if any input into the implementation and effects of the change. The good news is…change can be effectively managed. There are processes and techniques that we can use to make the most of change…or at least to minimize the resistance to it. Communicating information is critical. The more aware the management and staff are of the nature of the change, the more successful the change implementation process will be everyone involved.
Archived 1 Hour Webinar-Listen Now! Managing Your Interruptions…It’s Easier than You Think
Pre-Recorded Webinar Program! It is estimated that we are interrupted every five to seven minutes that we are at work. To make matters worse, the average length of each of our interruptions is five minutes! (Dick Lohr, Taking Control of Your Workday) This webinar is designed to help you to better control the 4 major interruptions in the workplace (people, telephones, email and social media) by giving you simple, proven and effective tools and techniques for each of the major interruptions of your time and productivity.
Archived 1 Hour Webinar-Listen Now! Wrestling Your To-Do List to the Ground
Pre-Recorded Webinar Program! This webinar is for busy professionals who need to juggle multiple projects, tasks and interruptions. Bring your own to do-list and you will leave with an action plan to help you plan your workday. Learn to shrink your to do-list, manage interruptions, and control large and small projects. Through the use of the forced choice/paired comparison method you’ll learn how to prioritize the order of your work.
Archived 1 Hour Webinar - Listen Now! When, What and Why to Delegate to Employees
Pre-Recorded Webinar Program. Time is your most precious commodity. No matter how hard you try, you can’t do everything by yourself. Many supervisors avoid delegating responsibilities and the reasons for this vary. Some may be uncomfortable or simply not used to delegating. Others live by the words “If you want something done right, do it yourself.” Whatever your feelings, as a manager or supervisor you need to realize that you are better at what you do with the help of others. To do this, you must learn how to delegate efficiently and responsibly.
Archived 1 Hour Webinar - Listen Now! Asking Questions that Get Answers; Not Looks of Confusion or Irritation
Pre-Recorded Webinar Program! The quality of our working relationships is determined in part by the quality of our thinking and our ability to ask questions that get us the answers we need. Questions are the engine, the driving force behind thinking and gathering information. When we ask ineffective questions, we often fail to focus our thinking on what is important to both parties. We usually only focus on what we need. Few people have given significant time and thought about the art of asking questions. Most have never thought about how to structure their questions and which of the 4 questioning techniques will work best in a given conversation. This webinar focuses on the techniques of asking effective questions and teaches you “how to ask better questions that get better answers”!
Archived 1 Hour Webinar - Listen Now! Nasty Negatives and Peacekeeping Positives ~ Simple Ways to Communicate More Effectively
Pre-Recorded Webinar Program. Communication – it’s at the center of our lives, whether we’re face-to-face, on the phone, sending email, or texting. And even though we spend so much time communicating, we give little thought to whether or not that communication is effective. In this webinar, we’ll discuss just that...simple words and phrases that will make your communications more effective. Our work environment is much more pleasant to be in when people feel valued and appreciated. What we sometimes forget is that simple words can create that feeling...or destroy it!
Archived 1 Hour Webinar - Listen Now! Handling Customer Complaints Without Taking Things Personally
Pre-Recorded Webinar Program. In the words of Eleanor Roosevelt: “No one can make you feel inferior without your permission.” Do you let your co-workers or unhappy patrons angry words get you down? The Handling Customer Complaints Without Taking Things Personally webinar gives information and techniques to help you handle both internal and external customer complaints without feeling personally attacked or getting angry and defensive.
Archived 1 Hour Webinar - Listen Now! How to Coach Employees – Using a Coaching Plan and Approach
Pre-Recorded Webinar Program. Whether in sports or in the workplace, as a manager or supervisor, all coaches use similar techniques and tools to help others succeed. Depending on the organization, coaches might implement these tools in different ways, but the common denominators present in most coaching relationships can have lasting effects on employees' performance, as well as on your own. This interactive webinar gives you the information that you need to put together a coaching plan for one or all of your employees as well as various approaches for implementing your plan. Other tips and techniques to help you coach employees in your library will be included.