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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif">Greetings directors,<o:p></o:p></span></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">I wanted to share these key (and free!) training resources for you and your staff. Below you will read about:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">Front Line Customer Service (six-module, asynchronous course)<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">Equitable Workplace Practices for Managers (series of self-paced tutorials)<o:p></o:p></span></li><li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo3"><span style="font-family:"Arial",sans-serif">Webinar: May 11, 11:00a - 12:15p: First Amendment Audits: What Your Library Board and Staff Need to Know<o:p></o:p></span></li></ul>
<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">And be sure to check out the latest monthly
<a href="https://libguides.osl.state.or.us/conted/newsletters">training newsletter</a> on the CE LibGuide for additional training opportunities.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-family:"Arial",sans-serif">Front Line Customer
</span></b><span style="font-family:"Arial",sans-serif">Service -The State Library has purchased access to a self-paced series of learning modules,
<a href="https://my.nicheacademy.com/oregonstaff/course/38645">Front Line Customer Service</a>. Access will be available through April 3, 2023, in Oregon’s Library Staff academy. (If you need access to the academy, please use
<a href="https://www.surveymonkey.com/r/OR-NicheAcademy">this request form</a> -- available to Oregon library staff, volunteers, and board members).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.25in"><span style="font-family:"Arial",sans-serif">These six modules are designed to help your staff grow customer service confidence and skills, lower stress, better respond to difficult customer situations with renewed
energy and resolve, and build more positive and long-lasting relationships with library patrons. Learners can work through modules individually or in small groups focus on building confidence with:
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75in;text-indent:-.25in;mso-list:l1 level1 lfo5">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif">Tools to respond to difficult customers
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75in;text-indent:-.25in;mso-list:l1 level1 lfo5">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif">Steps to take to build and maintain patron relationships
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75in;text-indent:-.25in;mso-list:l1 level1 lfo5">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif">Video examples of customer situations
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.75in;text-indent:-.25in;mso-list:l1 level1 lfo5">
<![if !supportLists]><span style="font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif">Safety and environmental awareness<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-family:"Arial",sans-serif">Equitable Workplace Practices</span></b><span style="font-family:"Arial",sans-serif"> is a series of self-paced tutorials geared for directors, managers, and supervisors in libraries of all
types. These tutorials will help learners understand and implement concepts covering:<o:p></o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l3 level1 lfo8"><span style="font-family:"Arial",sans-serif">Guiding Effective Conversations<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo8"><span style="font-family:"Arial",sans-serif">Seeing Staff as Human<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo8"><span style="font-family:"Arial",sans-serif">Establishing Explicit Expectations<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l3 level1 lfo8"><span style="font-family:"Arial",sans-serif">Fairness in Responsibility
<o:p></o:p></span></li></ul>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.25in"><span style="font-family:"Arial",sans-serif">Check out
<b><a href="https://my.nicheacademy.com/oregonstaff/pathway/44499">Equitable Workplace Practices for Managers</a></b> in the Oregon Library Staff academy. If you need access to the academy, please use
<a href="https://www.surveymonkey.com/r/OR-NicheAcademy">this request form</a>.<o:p></o:p></span></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">Webinar:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#333333;background:white">May 11, 11:00a - 12:15p: First Amendment Audits: What Your Library Board and Staff Need to Know
</span></strong><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#333333;background:white;font-weight:normal">Free to Oregon library staff and board members.
</span></strong><span style="font-family:"Arial",sans-serif"><a href="https://airtable.com/shrLvc8kO2wpOpnDo">Register here</a>.</span><strong><span style="font-size:10.5pt;font-family:"Calibri",sans-serif;color:#333333;background:white;font-weight:normal"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="margin-left:.5in"><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#333333;background:white;font-weight:normal"><o:p> </o:p></span></strong></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif">What should library staff do when self-proclaimed “citizen journalists” enter the library claiming a right to question employees and film in any space accessible to the
public? The May 11 webinar “First Amendment Audits: What Your Library Board and Staff Need to Know”, presented by United for Libraries and the ALA Office for Intellectual Freedom, will share how you can prepare by adopting well-crafted policies and training
staff. </span><o:p></o:p></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif">This program will also cover the library as a public forum and the necessary components of user behavior policies and meeting room policies. The program will include
opportunities to participate in role-play scenarios that demonstrate best practices when board members interact with library users and members of the public. The program will include a Q&A with presenters Deborah Caldwell-Stone (pictured), director of ALA’s
Office for Intellectual Freedom and Executive Director of the Freedom to Read Foundation, and Lori Fisher, Assistant State Librarian for New Hampshire.
<b><o:p></o:p></b></span></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">Cheers!<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:14.0pt">Darci Hanning, MLIS (she/her/hers)<o:p></o:p></span></b></p>
<p class="MsoNormal">Public Library Consultant / CE Coordinator<o:p></o:p></p>
<p class="MsoNormal" style="line-height:115%">State Library of Oregon <b>|</b> Library Support and Development Services
<o:p></o:p></p>
<p class="MsoNormal" style="line-height:115%">971-375-3491 <b>|</b> <a href="mailto:darci.hanning@slo.oregon.gov">
darci.hanning@slo.oregon.gov</a> <b>|</b> <a href="http://www.oregon.gov/library">
www.oregon.gov/library</a> <u><span style="color:#0563C1"><o:p></o:p></span></u></p>
<p class="MsoNormal">Follow @StateLibraryOR: <a href="http://fb.me/StateLibraryOR">
Facebook</a> <b>|</b> <a href="https://twitter.com/StateLibraryOR">Twitter</a> <b>
|</b> <a href="https://www.instagram.com/statelibraryor/">Instagram</a> <b>|</b> <a href="https://pinterest.com/statelibraryor/">
Pinterest</a> <b>|</b> <a href="https://www.youtube.com/channel/UC0-kU8Gu0jS_YcnXg-b_TRA/featured">
YouTube</a><o:p></o:p></p>
<p class="MsoNormal"><b>Continuing Education Resources: </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="font-size:8.0pt"><o:p></o:p></span></p>
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