Northeast Ohio Regional Library System
Day for Public Service-Medina
Date/Time
5/10/2023
10:00 AM - 4:30 PM Eastern
10:00 AM - 4:30 PM Eastern
Event Registration
Competency
Communication and Customer Service
Event Description
Morning: How To Pivot, Thrive, and Bounce-Up™ During Change
Change barreled headfirst into every organization in 2020 and hasn't stopped yet. You've managed disruptions, understaffed days, and unsettling economic events that impact your patrons. No one can escape transitional times. Don't dread it. Instead, take every "change" that comes your way and "Flip-It" into positive communication and action.
This highly interactive program includes momentum-building activities with beach balls, bubbles, and an inflatable punching bag. It's one unique half-day session filled with engagement, fun, and inspirational stories. Mj shares her three core POWER strategies so that you can Bounce-Up higher and stronger. You'll get practical tactics and trademarked techniques to develop your Bounce-Up Mindset and thrive.
Learning Objectives:
Presenter:
Mj Callaway delivers outcome-focused programs that include humor, real-life stories, and strategic self-mastery tools you can implement immediately. As a two-time cancer warrior and domestic abuse survivor, Mj shares that every setback is an opportunity to create your Bounce-Up™.
She's the creator of The Bounce-Up™ Principle, a Certified Virtual Presenter, Certified Change Management Specialist, and a Leadership Liaison for the National Speakers Association. In addition, Mj has earned a Holistic Resilience Certificate from Point Park University and four Gold Awards from the Parenting Media Association.
She blends her management, sales, speaking, and journalism experiences to create interactive and impactful workshops. With more than 2,000 consumer magazine features under her pen name, she's interviewed everyone from youth entrepreneurs to CEOs, non-profit founders, and professional athletes.
Afternoon: Yes… And Customer Service
Based on the Improve Group Second City work, there has been a movement of answering our patrons with Yes… and in place of just saying no. We work in an industry where the book is checked out, the policies are written pretty clearly, and sometimes we cannot meet our patrons’ requests. Because of this, we can face upset or angry patrons. This is a training that can help us with what we can do instead of what we are not able to do. At the end of this, you will have a new mindset that you can use to create more positive patron interactions when we don’t have the answers they want.
Presenter:
Molly Meyers LaBadie has worked in libraries for over 20 years in multiple roles and systems. She has come to learn in this time to expect the unexpected. Molly has presented on multiple topics, and lately, she has been presenting on Empathy in Customer Service, Empathy in Leadership, Creativity in Libraries, and Bedbugs. With a background in training, she has worked to develop training for libraries that deal with the issues and realities that staff face in 2022. Molly is currently the Deputy Director at the Delaware County Public Library, where she has been for the last five years.
Change barreled headfirst into every organization in 2020 and hasn't stopped yet. You've managed disruptions, understaffed days, and unsettling economic events that impact your patrons. No one can escape transitional times. Don't dread it. Instead, take every "change" that comes your way and "Flip-It" into positive communication and action.
This highly interactive program includes momentum-building activities with beach balls, bubbles, and an inflatable punching bag. It's one unique half-day session filled with engagement, fun, and inspirational stories. Mj shares her three core POWER strategies so that you can Bounce-Up higher and stronger. You'll get practical tactics and trademarked techniques to develop your Bounce-Up Mindset and thrive.
Learning Objectives:
- Eliminate the "bounce-back mentality" that prevents you from taking empowered actions during change.
- Understand the immediate reactions to challenges and how to flip the script from Change Evaders to Change Makers during transitional times.
- Shift current challenges into proactive solutions based on an action plan created and customized by you for you.
Presenter:
Mj Callaway delivers outcome-focused programs that include humor, real-life stories, and strategic self-mastery tools you can implement immediately. As a two-time cancer warrior and domestic abuse survivor, Mj shares that every setback is an opportunity to create your Bounce-Up™.She's the creator of The Bounce-Up™ Principle, a Certified Virtual Presenter, Certified Change Management Specialist, and a Leadership Liaison for the National Speakers Association. In addition, Mj has earned a Holistic Resilience Certificate from Point Park University and four Gold Awards from the Parenting Media Association.
She blends her management, sales, speaking, and journalism experiences to create interactive and impactful workshops. With more than 2,000 consumer magazine features under her pen name, she's interviewed everyone from youth entrepreneurs to CEOs, non-profit founders, and professional athletes.
Afternoon: Yes… And Customer Service
Based on the Improve Group Second City work, there has been a movement of answering our patrons with Yes… and in place of just saying no. We work in an industry where the book is checked out, the policies are written pretty clearly, and sometimes we cannot meet our patrons’ requests. Because of this, we can face upset or angry patrons. This is a training that can help us with what we can do instead of what we are not able to do. At the end of this, you will have a new mindset that you can use to create more positive patron interactions when we don’t have the answers they want.
Presenter:
Molly Meyers LaBadie has worked in libraries for over 20 years in multiple roles and systems. She has come to learn in this time to expect the unexpected. Molly has presented on multiple topics, and lately, she has been presenting on Empathy in Customer Service, Empathy in Leadership, Creativity in Libraries, and Bedbugs. With a background in training, she has worked to develop training for libraries that deal with the issues and realities that staff face in 2022. Molly is currently the Deputy Director at the Delaware County Public Library, where she has been for the last five years.Location
Contact Person
Details
Who Should Attend: Anyone interested in participating in the Customer Service
Competency: Communication and Customer Service
Non-Member Cost: $160
NEO-RLS Bronze Member Cost: $120
NEO-RLS Silver Member Cost: $80
NEO-RLS Gold Member Cost: FREE
NEO-RLS Individual Member Cost: $80
There is an additional $20 surcharge for facility use and amenities.
We encourage you to register a minimum of three (3) days in advance for this event in order to ensure that we can accommodate your full participation in terms of seating, hand-outs, food, etc.
This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
Competency: Communication and Customer Service
Non-Member Cost: $160
NEO-RLS Bronze Member Cost: $120
NEO-RLS Silver Member Cost: $80
NEO-RLS Gold Member Cost: FREE
NEO-RLS Individual Member Cost: $80
There is an additional $20 surcharge for facility use and amenities.
We encourage you to register a minimum of three (3) days in advance for this event in order to ensure that we can accommodate your full participation in terms of seating, hand-outs, food, etc.
This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
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