Date: Friday, August 17 9 am – 1 pm
Location: Blair County Convention Center, 1 Convention Center Drive, Altoona, PA 16602
Dealing with challenging people and situations can be a fact of life, particularly while working in a public library. This interactive session will allow participants to learn and engage with a variety of topics, as well as embrace new tools and techniques for success. These topics and tools include:
* Overview of the communication process (verbal/non-verbal) and the importance of maintaining control and composure.
* Dealing with diversity and difference in a positive manner.
* Identifying the four (4) types of ‘button pushers’.
* Managing anger (yours and theirs).
* Determining what angry people want and need.
* The BAIT concept—how NOT to get baited into a challenging situation.
* Key principles of de-escalating a challenging situation.
* Use the CARP system (Control, Acknowledge, Refocus, and Problem Solve) to find success together.
* ACTION Planning: What can we all do to respond rather than react?
This session will be presented Mary Kay Williams, owner of MindShift Consulting. MindShift Consulting is a Human Resources training and consulting firm that focuses on helping individuals and organizations ‘shift’ their perspectives.
Mary Kay earned both her B.S. in Education and M.Ed. in Training and Development from Penn State. She has two national Human Resources certifications—Senior Professional in Human Resources (S.P.H.R) and Senior Certified Professionals (S-CPA). As a former Human Resources Director for Centre County Government, she understands the joys and challenges of working with challenging people and situations
Register Deadline to register is August 8 by 5 pm.
Attendance is FREE
Continuing Education Credits: Four hours
This event is made possible, in part, by a grant from the Institute of Museum and Library Sciences as administered by the Pennsylvania Department of Education through the Office of Commonwealth Libraries, and the Commonwealth of Pennsylvania, Tom Wolf, Governor.