Infopeople Workshop - Oil on the Waters: Practical Techniques for Calming Difficult Library Users

Workshop Description - html

Workshop Materials

Agenda - doc [117k] - pdf [18k]
PowerPoint Presentation - ppt [137k]
Exercises
- Ex. 1: Skill Assessment - doc [59k] - pdf [15k]
- Ex. 2: Don't Pull the Trigger - doc [38k] - pdf [8k]
- Ex. 3: Face-to-Face "Know Your Tools" - doc [40k] - pdf [16k]
- Ex. 4: Face-to-Face "Communication Strategies" Skill Practice - doc [49k] - pdf [8k]
- Ex. 5: Assessment and Response Skills - doc [59k] - pdf [15k]
Handouts
- Personal Defense and Escape Skills - doc [48k] - pdf [7k]
- Match Your Reaction to the Immediate Problem - doc [25k] - pdf [15k]
- Immediate Warning Signs - doc [20k] - pdf [11k]
- Know Your "Attitude" Tools - doc [26k] - pdf [21k]

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