Please excuse cross-posting of this message.

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COLLEGE OF DUPAGE SATELLITE TELECONFERENCE:  DEALING WITH DIFFICULT
PEOPLE

The Provincial Library will host a broadcast of another in the Soaring
to Excellence series of teleconferences from the College of DuPage, Glen
Ellyn, Illinois, on Friday, January 21st.  The topic of this is
"Dealing with Difficult People" and the speaker will be Debra
Wilcox Johnson, a partner in Johnson & Johnson Consulting.  Dr Johnson
consults and trains throughout the United States on topics such as
customer service, coping with technology, and creating an effective
workplace.  She will provide some practical advice on how to deal with
impatient and frustrated patrons who expect results immediately.  This
will include discussion of the influences that effect user and staff
behavior, what is considered to be difficult behavior and strategies for
responding to difficult situations.

Following the broadcast part of the session David Hansen, a librarian
at Halifax Public Libraries, will share his experiences in dealing with
difficult patrons at HPL.

Details for the teleconference:
- Date: Friday,January 21st, 2005, 1 pm - 4 pm.
- Place: Nova Scotia Provincial Library (Classroom), 3770 Kempt Road,
Halifax.
- Admission is free.
- Limited parking is available in front of the building.

To register for this please contact Carol Morris at 424-2477 or
[log in to unmask]

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