Whether you’re looking to build your customer service skills, de-escalation best practices, conflict management techniques, or just the fundamentals of librarianship, we have courses designed for you!
Customer Service Training for Frontline Staff
Why take this course: Learn effective communication techniques to engage with patrons courteously and empathetically, fostering positive interactions and building lasting relationships. Discover best practices for handling inquiries, resolving complaints, and addressing challenging situations with confidence, compassion, and professionalism.
Why take this course: This new, online course is designed to equip library staff who don’t have an MLS degree with the essential knowledge and skills needed to work in a library. We will cover foundational topics such as intellectual freedom, information literacy, and the basics of collection development, weeding, and cataloging.
Safety and De-Escalation Foundations for Frontline Staff
Why take this course: This course, intended for public-facing librarians and frontline staff, will teach you how to manage conflict and safety concerns proactively by learning strategies and tactics for conflict resolution, de-escalation, and long-term safety in your library.
Why take this course: This course will teach you foundational strategies for engaging with conflict at work, both internally with colleagues and externally with patrons. You will learn tenets of cultural humility regarding language, as well as de-escalation techniques and how to assess your own communication and conflict styles in order to bring self-awareness into all situations.
