Mastering Difficult Conversational Situations: Communicating with Visitors to our Library/Archive or with Tradespeople or the Administration
Unfortunately, not all people are charming, uncomplicated and easy to talk to. Some visitors to our library/archive have a reputation for being difficult. Sometimes a situation escalates unexpectedly because... well - why?
Because people feel misunderstood, because they feel they are not being heard, because they have got off on the wrong foot or because they simply want to let off steam. In this 2-hour workshop, we will explain what makes you feel upset, how your team can support you in unpleasant conversational situations and when it is advisable to call the local police station or 110.
Speaker: Karin Pritzel, Managing Director of Herbert-Wehner-Bildungswerk e.V.
The webinar is organised by the Brandenburg Specialist Unit for Archives and Public Libraries in Brandenburg and is aimed at employees from Brandenburg's public libraries. Online access will be sent via the relevant mailing lists of the target group.
If you are interested in the event and have not received access, please contact us.
