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<p class="MsoNormal"><span style="font-family:"Arial","sans-serif"">Brought to you by our friends from the Washington State Library, registration is now open for the following classes:<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:12.0pt;font-family:"Arial","sans-serif"">Disability Language and Etiquette for Libraries<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:"Arial","sans-serif"">Become more comfortable interacting with patrons who have disabilities. Learn about all types of disabilities, from
physical to psychiatric to the basics regarding service animals. There will be a brief segment on the basics of physical accessibility (restrooms, accessible parking, entry ways, etc). This class is 4 hours so lunch is not included. Most libraries will provide
coffee/tea and light refreshments. Register <a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2448&audience=state">
here</a>.<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">3/12/15, 9:00am-1:00pm, Spokane County Library System, North Spokane Branch<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">3/25/15, 9:00am-1:00pm, Ritzville Public Library<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">4/21/15, 10:00am-2:00pm, North Central Regional Library Distribution Center, Wenatchee (*Lunch is provided by NCRL for this training only, not different time)<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/7/15, 9:00am-1:00pm, Whatcom County Library Processing and Administrative Office<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<b><span style="font-size:12.0pt;font-family:Symbol">·</span></b><b><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span></b><b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">6/2/15, 9:00am-1:00pm, Richland Public Library<o:p></o:p></span></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">6/16/15, 9:00am-1:00pm, King County Library System Service Center, Issaquah<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">6/18/15, 9:00am-1:00pm, Spokane Public Library, Downtown Branch<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">7/7/15, 9:00am-1:00pm, Fort Vancouver Regional Library System, Goldendale Branch<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<b><span style="font-size:12.0pt;font-family:Symbol">·</span></b><b><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span></b><b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">7/28/15, 9:00am-1:00pm, Fort Vancouver Regional Library System Headquarters, Vancouver<o:p></o:p></span></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">8/18/15, 9:00am-1:00pm, Washington Talking Book and Braille Library<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:Symbol">·</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">8/25/15, 9:00am-1:00pm, San Juan Island Library<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:12.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:12.0pt;font-family:"Arial","sans-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:"Arial","sans-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.
<o:p></o:p></span></p>
<p class="MsoNormalCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">During this workshop, the following objectives will be met:
<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to identify the core principles of customer service
<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to identify internal and external customers and stakeholders.<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to articulate and demonstrate basic communication skills
<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to list how telephone customer service communication skills/delivery are unique
<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to use strategies to engage and de-escalate the hostile or angry customer
<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">Participants will be able to identify strategies where customer service interactions can be evaluated
<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:"Arial","sans-serif"">Presented by Cyndi Schaeffer. Lunch and light refreshments provided. Register
<a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=lib">
here</a>.<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">3/24/15, 9:00am-3:30pm, Whitman County Library, Colfax<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span></b><b><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span></b><b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">4/23/15, 9:00am-3:30pm, Fort Vancouver Regional Library Headquarters, Vancouver<o:p></o:p></span></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/5/15, 9:00am-3:30pm, Anacortes Public Library<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/12/15, 9:00am-3:00pm, North Central Regional Library Distribution Center, Wenatchee<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span></b><b><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span></b><b><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/13/15, 9:00am-3:30pm, Mid-Columbia Library System, Kennewick Branch<o:p></o:p></span></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/19/15, 9:00am-3:30pm, King County Library System Service Center, Issaquah<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">5/28/15, 9:00am-3:30pm, Bellingham Public Library<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in">
<span style="font-size:12.0pt;font-family:"Arial","sans-serif"">•</span><span style="font-size:7.0pt;font-family:"Times New Roman","serif"">
</span><span style="font-size:12.0pt;font-family:"Arial","sans-serif"">6/4/15, 9:00am-3:30pm, Washington Talking Book and Braille Library<o:p></o:p></span></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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