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<p class="MsoNormal"><span style="color:#1F497D">Greetings!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">The following on-site, free training is open to Oregon library staff as well, please see below for details and contact Jennifer Fenton if you have any questions:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="color:#1F497D">CE/Training Coordinator<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="color:#1F497D">Washington State Library<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="color:#1F497D">360.570.5571<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="color:#1F497D"><a href="mailto:jennifer.fenton@sos.wa.gov">jennifer.fenton@sos.wa.gov</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Cheers!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Darci<o:p></o:p></span></p>
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<p class="MsoNormal" align="center" style="text-align:center"><span style="color:#002060">------------------------------------------------------------------------------------------<br>
Darci Hanning * Technology Development Consultant<o:p></o:p></span></p>
<p class="MsoNormal" align="center" style="text-align:center"><span style="color:#002060">Library Support and Development Services * Oregon State Library<o:p></o:p></span></p>
<p class="MsoNormal" align="center" style="text-align:center"><span style="color:#002060">250 Winter St. NE, Salem, OR 97301<br>
503-378-2527 <a href="mailto:darci.hanning@state.or.us" title="blocked::mailto:darci.hanning@state.or.us">
<span style="color:blue">darci.hanning@state.or.us</span></a> <b><o:p></o:p></b></span></p>
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> Fenton, Jennifer [mailto:jennifer.fenton@sos.wa.gov]
<br>
<b>Sent:</b> Friday, January 09, 2015 10:27 AM<br>
<b>To:</b> Washington Area Library Trainers; keepers@list.statelib.wa.gov; publibdir@list.statelib.wa.gov<br>
<b>Subject:</b> WSL Workshop: Communication and Customer Service<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:10.0pt"><span style="font-size:12.0pt;color:#44546A">Announcing a free, full-day workshop sponsored by Washington State Library this spring. Registration is now open and available on a first-come, first-serve basis.
Register at <a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=state">
http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=state</a>.<o:p></o:p></span></p>
<p class="MsoNormal" align="center" style="margin-bottom:10.0pt;text-align:center">
<b><span style="font-size:12.0pt;color:black">Communication and Customer Service</span></b><span style="font-size:12.0pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:10.0pt"><span style="font-size:12.0pt;color:black">Effective communication skills are critical when delivering excellent customer service. Whether the interaction is primarily one involving information exchange, resolving
challenging situations and/or dealing with a hostile customer, your positive attitude, “presence”, communication and customer skills are essential.
</span><span style="font-size:12.0pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:10.0pt"><span style="font-size:12.0pt;color:black">During this workshop, the following objectives will be met:</span><span style="font-size:12.0pt"><o:p></o:p></span></p>
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<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to identify the core principles of customer service</span><span style="font-family:"Calibri","sans-serif""><o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt">
<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to identify internal and external customers and stakeholders.</span><span style="font-family:"Calibri","sans-serif""><o:p></o:p></span></p>
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<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to articulate and demonstrate basic communication skills</span><span style="font-family:"Calibri","sans-serif""><o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt">
<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to list how telephone customer service communication skills/delivery are unique</span><span style="font-family:"Calibri","sans-serif""><o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;margin-bottom:.0001pt">
<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to use strategies to engage and deescalate the hostile or angry customer</span><span style="font-family:"Calibri","sans-serif""><o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.5in">
<span style="font-family:"Calibri","sans-serif";color:black">· Participants will be able to identify strategies where customer service interactions can be evaluated<o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:0in">
<i><span style="font-family:"Calibri","sans-serif";color:black">Presented by Cyndi Schaeffer.<o:p></o:p></span></i></p>
<p class="MsoNoSpacing"><b><u><span style="font-size:12.0pt">Dates/locations</span></u></b><span style="font-size:12.0pt">:<o:p></o:p></span></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">3/24/2015; 9:00am-3:30pm at Whitman County Library, Colfax Library<o:p></o:p></span></p>
<p class="MsoNoSpacing"><b><span style="font-size:12.0pt">4/23/2015; 9:00am-3:30pm at Fort Vancouver Regional Library Headquarters, Vancouver<o:p></o:p></span></b></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">5/5/2015; 9:00am-3:30pm at Anacortes Public Library<o:p></o:p></span></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">5/12/2015; 9:00am-3:00pm at North Central Regional Library Distribution Center, Wenatchee
<o:p></o:p></span></p>
<p class="MsoNoSpacing"><b><span style="font-size:12.0pt">5/13/2015; 9:00am-3:30pm at Mid-Columbia Library System-Kennewick Branch<o:p></o:p></span></b></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">5/19/2015; 9:00am-3:30pm at King County Library System Service Center, Issaquah<o:p></o:p></span></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">5/28/2015; 9:00am-3:30pm at Bellingham Public Library<o:p></o:p></span></p>
<p class="MsoNoSpacing"><span style="font-size:12.0pt">6/4/2015; 9:00am-3:30pm at Washington Talking Book and Braille Library, Seattle<o:p></o:p></span></p>
<p class="MsoNoSpacing"><o:p> </o:p></p>
<p class="MsoNoSpacing"><i><span style="font-size:12.0pt">*Lunch and light refreshments will be provided for participants.<o:p></o:p></span></i></p>
<p class="MsoNormal" align="center" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-align:center">
<i><span style="font-family:"Times New Roman","serif"">Funded by the Institute for Museum and Library Services (IMLS) through the Library Services and Technology Act (LSTA).<o:p></o:p></span></i></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-family:"Lucida Handwriting"">Jennifer Fenton<o:p></o:p></span></p>
<p class="MsoNormal"><i><span style="font-family:"Arial","sans-serif"">ALA LEARN RT President, 2014-2015<o:p></o:p></span></i></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif"">CE/Training Coordinator<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif"">Washington State Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif"">360.570.5571<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial","sans-serif""><a href="mailto:jennifer.fenton@sos.wa.gov">jennifer.fenton@sos.wa.gov</a><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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