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<p class="MsoNormal"><span style="color:#1F497D">Another free, on-site workshop opportunity for those that can travel to the southern parts of Washington:<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">Contact Information:<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">Jennifer Fenton<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">CE/Training Coordinator<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Washington State Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">360.570.5571<o:p></o:p></span></p>
<p class="MsoNormal"><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"><o:p> </o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:18.0pt;font-family:"Times New Roman","serif"">Communication and Customer Service<o:p></o:p></span></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">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. During this workshop, the following objectives will
be met: • Participants will be able to identify the core principles of customer service • Participants will be able to identify internal and external customers and stakeholders. • Participants will be able to articulate and demonstrate basic communication
skills • Participants will be able to list how telephone customer service communication skills/delivery are unique • Participants will be able to use strategies to engage and deescalate the hostile or angry customer • Participants will be able to identify
strategies where customer service interactions can be evaluated Presented by Cyndi Schaeffer.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:13.5pt;font-family:"Times New Roman","serif"">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></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Lunch and refreshments will be provided.
<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">WSL provides information about outside training events for your convenience only; please contact the event sponsor
for the most up-to-date information and all questions about the event.<o:p></o:p></span></p>
<div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">
<hr size="2" width="100%" align="center">
</span></div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:18.0pt;font-family:"Times New Roman","serif"">All Sessions for "Communication and Customer Service"
<o:p></o:p></span></b></p>
<table class="MsoNormalTable" border="0" cellpadding="0">
<tbody>
<tr>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Date(s)<o:p></o:p></span></b></p>
</td>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Time<o:p></o:p></span></b></p>
</td>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Location<o:p></o:p></span></b></p>
</td>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Fee<o:p></o:p></span></b></p>
</td>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Audience<o:p></o:p></span></b></p>
</td>
<td style="background:#D9EDF7;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif""> <o:p></o:p></span></b></p>
</td>
</tr>
<tr>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">3/24/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Whitman County Library-Colfax Library, Colfax<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">4/23/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Fort Vancouver Regional Library Headquarters, Vancouver<o:p></o:p></span></b></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">5/5/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Anacortes Public Library, Anacortes<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">5/12/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:00 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">North Central Regional Library Distribution Center, Wenatchee<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">5/13/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Mid-Columbia Library System--Kennewick Branch, Kennewick<o:p></o:p></span></b></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">5/19/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">King County Library System Service Center, Issaquah<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">5/28/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Bellingham Public Library, Bellingham<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="padding:.75pt .75pt .75pt .75pt"></td>
</tr>
<tr>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">6/4/2015<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">9:00 AM to 3:30 PM<br>
Pacific Time<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">Washington Talking Book & Braille Library , Seattle<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman","serif"">$0<o:p></o:p></span></p>
</td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
<td valign="top" style="background:white;padding:.75pt .75pt .75pt .75pt"></td>
</tr>
</tbody>
</table>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<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> <br>
<br>
<b><o:p></o:p></b></span></p>
<p class="MsoNormal" align="center" style="text-align:center"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" align="center" style="text-align:center"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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