This virtual workshop for library assistants offers tools and techniques for handling awkward and sometimes emotional customer situations, particularly those where you may have to give difficult messages and handle objections.

Afterwards, you’re encouraged to further develop your own strategies for both group and individual situations.

Learning Outcomes

As a result of this workshop, you will be able to:

▪ Appreciate some of the causes and triggers of disagreement and conflict▪ Manage your own emotions and stress, staying assertive and confident▪ Use a technique for delivering a difficult message and handling objections

This bite-size learning event is both reflective and interactive with break-out sessions where you can share thoughts and experiences with colleagues. Participants are asked to bring with them a scenario where they are required to deliver a difficult message.

Bridgford Consultancy uses the Cisco Webex platform for delivery of virtual workshops. If you’re not familiar with its use, your facilitator will explain at the start of the session.

Privacy notice

By booking to attend this Mercian Collaboration event, we will use your personal details for the express purpose of providing you with delegate access to the event. Personal data collected through your booking to attend this event will be used for the purposes of communicating delegate information with you before the event, and in order to facilitate our delegate management operations. Limited portions of this information (e.g. name, institution) will be used to create a delegate list, as part of the Mercian Collaboration’s legitimate business interests in furthering networking, collaboration and collegiality within its member organisations.

Where you have provided any information relating to any special needs or provision this will be disclosed to third parties only for the express purpose of arranging appropriate modifications (e.g. dietary, access), and will not be retained after the event.

If you withdraw from attendance of this event, your personal information will be deleted from our event records. However, if your notification is revived less than two working days before the event, while we will make every effort, we will be unable to guarantee that your details will not be shared within the delegate list.

You may withdraw your delegate place by contacting the event organiser. For more details on how we handle personal data, see our data privacy policy

Handling difficult customer situations