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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">Hello everyone,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">The State Library is pleased to offer the following new webinar for free to all Oregon library workers – however,
<b>registration is limited</b> <b>so if you are not positive you can attend the live event, please wait for the recorded version</b> which will be made available shortly after the live session.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-family:"Arial",sans-serif;color:#1F3864">Preparing for the Next Wave – Customer Fatigue<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-family:"Arial",sans-serif;color:#1F3864">Wednesday, January 27, 12:30p PT (60 minutes)<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">Presented by Andrew Sanderbeck<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">Registration is free but required,
<b>please only register if you are certain you will attend the live session:</b><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><a href="https://www.surveymonkey.com/r/NextWaveWebinar">https://www.surveymonkey.com/r/NextWaveWebinar</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about
how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts
including people who are non-compliant with your rules and policies.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">As a result of this program attendees will learn:<o:p></o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="color:#1F3864;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">Their role in customer conflicts: Are their actions and decisions making things better or worse?<o:p></o:p></span></li><li class="MsoNormal" style="color:#1F3864;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous<o:p></o:p></span></li><li class="MsoNormal" style="color:#1F3864;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order<o:p></o:p></span></li><li class="MsoNormal" style="color:#1F3864;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors<o:p></o:p></span></li><li class="MsoNormal" style="color:#1F3864;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">7 Things to never say to a customer... ever again<o:p></o:p></span></li></ul>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">About Andrew Sanderbeck:<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F3864">Andrew has been developing and conducting training programs for organizations for more than 15 years. He has presented web-based, online, and face-to-face
sessions on customer service, managing customer behaviors and communication skills in the U.S. and numerous other countries around the world. With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs
are filled with proven techniques that attendees can immediately apply.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">If you have any questions or need any assistance, please don’t hesitate to contact me!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F3864">Cheers,<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:3.0pt"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif;color:black">Darci Hanning, MLIS (she/her/hers)<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="color:black">Public Library Consultant / CE Coordinator</span><b><span style="font-size:10.0pt;color:#1F4E79"><br>
</span></b><a href="mailto:darci.hanning@slo.oregon.gov"><span style="color:#0563C1">darci.hanning@slo.oregon.gov</span></a><span style="color:#1F4E79">
</span><b><span style="color:#1F3864">|</span></b><span style="color:#1F4E79"> </span>
<span style="color:#1F3864">971-375-3491<b> |</b></span><b><span style="color:#1F497D">
</span></b><a href="https://www.oregon.gov/library"><span style="color:#0563C1">www.oregon.gov/library</span></a><span style="color:red"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#262626">Follow us: </span><a href="http://fb.me/StateLibraryOR"><span style="color:#0563C1">Facebook</span></a><span style="color:#1F497D">
</span><b><span style="color:#1F3864">|</span></b><span style="color:#1F497D"> </span>
<a href="https://twitter.com/StateLibraryOR"><span style="color:#0563C1">Twitter</span></a><b><span style="color:#1F497D">
</span></b><b><span style="color:#1F3864">|</span></b><span style="color:#1F497D">
</span><a href="https://www.instagram.com/statelibraryor/"><span style="color:#0563C1">Instagram</span></a><b><span style="color:#1F497D">
</span></b><b><span style="color:#1F3864">|</span></b><b><span style="color:#1F497D">
</span></b><a href="https://pinterest.com/statelibraryor/"><span style="color:#0563C1">Pinterest</span></a><span style="color:#1F497D">
</span><b><span style="color:#1F3864">|</span></b><span style="color:#1F497D"> </span>
<a href="https://www.youtube.com/channel/UC0-kU8Gu0jS_YcnXg-b_TRA/playlists"><span style="color:#0563C1">YouTube</span></a><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="color:black">Continuing Education Resources:</span></b><b><span style="color:#404040">
</span></b><a href="https://libguides.osl.state.or.us/conted"><span style="color:#0563C1">https://libguides.osl.state.or.us/conted</span></a><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:5.0pt;color:#1F4E79"><br>
<br>
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<p class="MsoNormal"><o:p> </o:p></p>
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