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<p class="MsoNormal"><span style="color:#1F497D">Hello, everyone!<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 in-person, free workshops listed below are being offered by the Washington State Library and Oregon library staff are welcome to attend:<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">Check out these free workshops sponsored by Washington State Library and funded with LSTA (Library Services and Technology Act) by IMLS (Institute of Museum and Library Services). Please note that some classes are almost full and there
will be no waiting lists, if you are unable to attend a workshop after registering, please email me at
<a href="mailto:jennifer.fenton@sos.wa.gov">jennifer.fenton@sos.wa.gov</a> so that someone else may attend. Thanks!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Please note that additional workshops are in the works and will be announced at a later date.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b>Communication and Customer Service<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>· 3/24/15; 9:00am-3:30pm; Whitman County Library, Colfax Library<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>· 4/23/15; 9:00am-3:30pm; Fort Vancouver Regional Library Headquarters, Vancouver<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 5/5/15; 9:00am-3:30pm; Anacortes Public Library<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 5/12/15; 9:00am-3:00pm; North Central Regional Library Distribution Center, Wenatchee<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 5/19/15; 9:00am-3:30pm; King County Library System Service Center, Issaquah<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 5/28/15; 9:00am-3:30pm; Bellingham Public Library<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 6/4/15; 9:00am-3:30pm; Washington Talking Book and Braille Library, Seattle<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">During this workshop, the following objectives will be met:
<o:p></o:p></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to identify the core principles of customer service
<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to identify internal and external customers and stakeholders<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to articulate and demonstrate basic communication skills
<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to list how telephone customer service communication skills/delivery are unique
<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to use strategies to engage and deescalate the hostile or angry customer
<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· Participants will be able to identify strategies where customer service interactions can be evaluated
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Presented by Cyndi Schaeffer.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Lunch will be provided for attendees as well as light refreshments.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Register
<a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=state">
here</a>.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b>Disability Language and Etiquette for Libraries<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 3/25/15; 9:00am-1:00pm; Ritzville Public Library<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 4/21/15; 10:00am-2:00pm; North Central Regional Library Distribution Center, Wenatchee<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 5/7/15; 9:00am-1:00pm; Whatcom County Library Processing and Administrative Office, Bellingham<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>· 6/2/15; 9:00am-1:00pm; Richland Public Library<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 6/16/15; 9:00am-1:00pm; King County Library System Service Center, Issaquah<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 6/18/15; 9:00am-1:00pm; Spokane Public Library, Downtown Branch<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 7/7/15; 9:00am-1:00pm; Fort Vancouver Library System, Goldendale<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>· 7/28/15; 9:00am-1:00pm; Fort Vancouver Library System Headquarters, Vancouver<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 8/18/15; 9:00am-1:00pm; Washington Talking Book & Braille Library, Seattle<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
· 8/25/15; 9:00am-1:00pm; San Juan Island Library, Friday Harbor<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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).
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Lunch is not provided at this half day workshop. (*NCRL is providing lunch on 4/21 at their site)<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Register
<a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2448&audience=state">
here</a>.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b>Digital Literacy: Public Technology Training in Libraries<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:24.75pt;text-indent:-24.75pt;mso-list:l0 level1 lfo3">
<![if !supportLists]><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>4/1/15; 9:00am-3:30pm; Washington State Library, Tumwater<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:24.75pt;text-indent:-24.75pt;mso-list:l0 level1 lfo3">
<![if !supportLists]><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>4/2/15; 9:00am-3:30pm; Everett Public Library, Main Branch<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:24.75pt;text-indent:-24.75pt;mso-list:l0 level1 lfo3">
<![if !supportLists]><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>4/7/15; 9:00am-3:30pm; Spokane Public Library, Shadle Branch<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Have you ever helped a library patron with a technology issue? Do you offer computer tutoring by appointment? Technology training happens every day in libraries, and every technology
question presents an opportunity to teach new skills and increase digital literacy. Luckily, you don’t need to be a tech expert to provide effective technology training. Attend this all-day workshop to gain practical tips, tools, and techniques to bridge the
digital divide at your library and create a culture of learning around technology. Bring your ideas and issues as we discuss common barriers to learning technology and explore tactics and techniques for one-on-one technology instruction. Walk away with a customized
plan to increase digital literacy in your library’s community. This workshop will address key issues related to helping library patrons with technology, and will focus on how to provide better library services related to new technologies. It will combine the
topics of digital literacy, public access technology, patron training, and customer service. If possible, please bring a device to this workshop (laptop, tablet, smart phone) to use during practice activities.
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Presented by Crystal Schimpf, Kixal.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Lunch and light refreshments will be provided by WSL and the host libraries.
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b>Communicating in the Midst of Change<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 6/11/15; 9:00am-1:00pm; Jefferson County Library, Port Hadlock<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 7/9/15; 9:00am-1:00pm; San Juan Island Library, Friday Harbor<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 7/16/15; 9:00am-1:00pm; Sno-Isle Libraries Service Center, Marysville<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>• 8/19/15; 9:00am-1:00pm; Neill Public Library, Pullman<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
<b>• 9/9/15; 9:00am-1:00pm; Yakima Valley Libraries, Main Library, Yakima<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 9/10/15; 9:00am-1:00pm; Ritzville Public Library<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Changes in libraries can have a large impact on staff, customers, and other stakeholders. Something as small as rearranging a few chairs and tables can lead to strained interactions
if change is not communicated well. What about the larger changes? The tools and processes for communicating change are similar whether the change is minuscule or enormous. Whether you are dealing with customers who have a hard time adjusting to changes in
their environment (e.g. rearranged furniture) or staff who are trying to maintain high levels of service in the midst of major changes (e.g. moving to a new building), good communication is imperative at every level of the library.
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">The communication processes, knowledge, and tools presented enable participants to do the following:
<o:p></o:p></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Identify and articulate the main issues that arise when change is not communicated well
<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Identify and repair communication issues with colleagues <o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Identify and repair communication issues with customers <o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Improve in their ability to manage customer expectations <o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Create a basic communication plan <o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Select appropriate free and low-cost communication tools<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Presented by Leslie Boyter, Essential Explorations.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">No lunch is provided for this half day workshop, refreshments provided for participants by local hosts.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Register
<a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2447&audience=state">
here</a>.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b>Communicate with Confidence: How to build Relationships with Anyone!
<o:p></o:p></b></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 7/14/15; Spokane Public Library, Downtown Branch<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 9/15/15; Washington State Library, Tumwater<o:p></o:p></p>
<p class="MsoListParagraphCxSpLast" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• 9/17/15; Whatcom County Library Processing and Administrative Office, Bellingham<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">After attending this session, participants will be able to:
<o:p></o:p></p>
<p class="MsoListParagraphCxSpFirst" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Identify their own style of communication and recognize ways to tap into the strengths of others
<o:p></o:p></p>
<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Discover practical ways to increase their communication as a team member
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<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Learn simple, intuitive ways to make lasting improvements in building relationships with their team members, as well as with their external customers.
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<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Understand and more fully value the communication preferences of different people
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<p class="MsoListParagraphCxSpMiddle" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:-.25in;line-height:normal">
• Discover how to better deal with conflict <o:p></o:p></p>
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• Learn how to build collaborative relationships with others <o:p></o:p></p>
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• Begin to map out action steps that will help them model service leadership and work more effectively as a cohesive team
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Session attendees will receive an online DiSC Profile access code prior to the training session to take their individualized assessment and bring their completed report to the session.
<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Presented by Jan Dwyer, Boundless Results. Lunch and light refreshments provided.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><i>Because of the DiSC assessment, class size is limited to 25 per session and we will not be able to over-fill class. Each DiSC assessment has a cost associated with it so participants
will need to take the assessment and attend the training. Cancelations are required 2 weeks in advance to allow wait-list attendees to register.<o:p></o:p></i></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Register
<a href="http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2494&audience=state">
here</a>.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Jennifer Fenton<o:p></o:p></p>
<p class="MsoNormal"><i>ALA LEARN RT President, 2014-2015<o:p></o:p></i></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">CE/Training Coordinator<o:p></o:p></p>
<p class="MsoNormal">Washington State Library<o:p></o:p></p>
<p class="MsoNormal">360.570.5571<o:p></o:p></p>
<p class="MsoNormal"><a href="mailto:jennifer.fenton@sos.wa.gov">jennifer.fenton@sos.wa.gov</a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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