SirsiDynix Institute Webinars
Treat yourself to exciting, informative SirsiDynix Institute Web seminars – for free. You can look forward to the following seminars this month. To register, click here.
And now you can listen to SirsiDynix Institute seminars via podcasts. They're available for free download at www.sirsidynixinstitute.com and for free subscription at the iTunes Music Store (www.apple.com/itunes). For instructions, see www.sirsidynixinstitute.com/podcast.php.
June 13, 2006 | 8 a.m. to 9 a.m. Pacific
Coaching Your Employees... Successfully!!
Andrew Sanderbeck, Consultant and Trainer How do you retain hard-to-find employees? How do you accomplish more work with less staff? How do you help employees to grow in a fast-changing work environment? What happens to performance issues that are ignored? Looking for a solution to these and other problems library managers and supervisors are facing? Your solution is coaching!
Join Andrew Sanderbeck from The People~Connect Institute for this power hour and you'll learn:
- The characteristics of a good coach and the mindset successful coaches have
- The 7-step process of coaching employees with performance issues
- How to deliver constructive feedback to an employee or peer and some of the pitfalls to avoid
- How to control your emotions and keep your relationships strong even when you're delivering "bad news"
When you're finished with this SirsiDynix Institute presentation you'll have the tools you need to bring your first employee into the office for a coaching session. Will you have the courage and confidence to do it? And what is the cost to your organization for not coaching employees successfully?
June 28, 2006 | 8 a.m. to 9 a.m. Pacific
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The Customer is Always Right: Building and Teaching Client Relationship Skills
Ulla de Stricker, Consultant, de Stricker Associates
Have you been on the receiving end of a poorly handled customer service interaction and thought, "If I treated my clients this way, I'd be in big trouble?" Have you witnessed a less experienced staff member deal with a client in a way you wouldn't have? Have you wanted to replicate throughout your team the skill some staff members have in turning a disappointed client into a satisfied and loyal one?
Customer relationships are an "evergreen" concern. As technology evolves and our overall style of interaction with clients changes over time, and as our positioning in our markets and stakeholder groups requires ever more attention, we need diligence in forging and maintaining productive customer relations. Fortunately, there are straightforward principles to guide us in achieving excellence in the individual customer experience and in the overall client relationship. Ulla de Stricker outlines key principles for managing customer interactions and comments on ways to foster a consistent customer-friendly attitude shared among all staff.
SirsiDynix Institute Archive
If you've missed any of the fantastic speakers we've had in the past, be sure to visit the archive to listen and learn at your convenience. The archive is a treasure chest of valuable information that you could use to spice up a staff meeting. Or you can even share a seminar with your Friends of Libraries group, when applicable.
[PRINTER FRIENDLY VERSION]
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