Day for Circ Staff: Detect, Diffuse and Delight
9/9/2014

Geographic Member/Other Cost:    $150

Full/CE Member Cost:                   $75

Lunch on your own



This year a day for circ staff will focus on working with your patrons and the safety of you and your library. 





 
Location: Parma-Snow Branch, Cuyahoga County Public Library
2121 Snow Road
Parma, OH 44134

There are currently 49 spots remaining out of 80

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Banish ‘Problem Patron’ From Your Vocabulary
9/23/2014

Geographic Member/Other Cost:    $50
Full/CE Member Cost:             $25

Library Customer Service Training often focuses on the ‘problem patron’.  Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’.


 
Location: Online
Via Adobe Connect

There are currently 26 spots remaining out of 40

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A Day for Circ Staff: Frontline Success
5/6/2015

Geographic Member/Other Cost:    $170
Full/CE Member Cost:                   $85

•    Positive Attitudes on Negative Days
•    Hola! Privet! Namaste!: Face to Face with Your Diverse Community
•    Body Language
•    Words to Use and Lose
•    Success and challenges
 
Location: Twinsburg Public Library
10050 Ravenna Rd.
Twinsburg, OH 44087


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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Statewide Delivery Made Easy
6/25/2015

Geographic Member/Other Cost:    $50
Full/CE Member Cost:             $25

This webinar will provide attendees with ideas and tips to make the best use of their specific material shipping/delivery situation. From large operations to the shelf under the circulation desk, any employee that works hands-on in this area can benefit from the information in this presentation.
 
Location: Online
Via Adobe Connect

There are currently 40 spots remaining out of 50

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A Day for Circ Staff: Frontline Success
9/3/2015

Cost:                                     $165
Cost w/ Bronze Discount         $127.50
Cost w/ Silver Discount           $ 90
Cost w/ Gold Discount            $ 15
Lunch included

(It’s never too late to save your library money. NEO Discounts are pro-rated! Call us today to sign up!)

•    Positive Attitudes on Negative Days
•    Hola! Privet! Namaste!: Face to Face with Your Diverse Community
•    Body Language
•    Words to Use and Lose
•    Success and challenges
 
Location: Lorain Public Library
North Ridgeville Branch
35700 Bainbridge Rd , OH
North Ridgeville, OH 44039

There are currently 19 spots remaining out of 60

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A Day for Circ Staff: Frontline Success
9/30/2015

Cost:                                     $165
Cost w/ Bronze Discount         $127.50
Cost w/ Silver Discount           $ 90
Cost w/ Gold Discount            $ 15
Lunch included

(It’s never too late to save your library money. NEO Discounts are pro-rated! Call us today to sign up!)

•    Positive Attitudes on Negative Days
•    Hola! Privet! Namaste!: Face to Face with Your Diverse Community
•    Body Language
•    Words to Use and Lose
•    Success and challenges
 
Location: Wayne County Public Library
220 West Liberty St
Wooster, OH 44691

There are currently 18 spots remaining out of 60

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A Day for Circulation Managers
11/12/2015

Cost:                                     $165
Cost w/ Bronze Discount         $127.50
Cost w/ Silver Discount           $ 90
Cost w/ Gold Discount            $ 15
Lunch included
(It’s never too late to save your library money. NEO Discounts are pro-rated! Call us today to sign up!)

Excellent supervision of a library’s busy, active circulation staff requires unique leadership, organizational and motivational skills.
 

 
Location: NEO Office
1580 Georgetown Rd.
Hudson, OH 44236


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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Ewwww! Is that a bed bug?
1/1/2016

Ewwww! Is that a bed bug? How can your staff tell? Do they know what to do if it is? All libraries are struggling with this icky phenomenon and there are answers out there! Come and hear how to assure both your community and your staff that your library has this buggy issue under control.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online
Via Adobe Connect

There are currently 355 spots remaining out of 500

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Customer Service at the Library: Cultivating Loyal Library Customers
1/1/2016

This webinar deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers at the library, and offers a number of specific tools to help make the patron interaction a meaningful and memorable experience.
Presenter: Steve Wishnack

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

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Handling Angry Customers with Tact and Skill
1/1/2016

The Handling Angry Customers with Tact and Skill webinar explores our dealings with other people by defining the source of their anger and difficult behavior, (hint: it's not usually the person, it's their behavior) and gives you a step by step approach to help you effectively diffuse and resolve these situations.

Presenter: Andrew Sanderbeck

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

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A Day for Circ Staff
5/12/2016

Cost:                                     $165
Cost w/ Bronze Discount         $127.50
Cost w/ Silver Discount           $ 90
Cost w/ Gold Discount            $ 15
Lunch included
(It’s never too late to save your library money. NEO Discounts are pro-rated! Call us today to sign up!)

Back by popular demand!  This will be a day dedicated to specific topics for circulation staff.  More details coming soon!

If this event fills up we will schedule another one at the NEO office in late summer and we will also have additional programs throughout the region.
 
Location: NEO Office
1580 Georgetown Rd.
Hudson, OH 44236

There are currently 1 spots remaining out of 28

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LCD Series: Your Culture Your Career
6/2/2016

Cost:                                     $165
Cost w/ Bronze Discount         $127.50
Cost w/ Silver Discount           $ 90
Cost w/ Gold Discount            $ 15
Lunch included
(It’s never too late to save your library money. NEO Discounts are pro-rated! Call us today to sign up)

Continue to grow your contribution to your library and yourself.  Learn about the culture of libraries and how you can impact your library.  This is the final session of the Library Career Development Series.

 
Location: NEO Office
1580 Georgetown Rd.
Hudson, OH 44236

There are currently 18 spots remaining out of 25

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A Day for Circ Staff
7/21/2016

Back by popular demand!  This will be a day dedicated to specific topics for circulation staff.  More details coming soon!

If this event fills up there will also be additional programs throughout the region.
 
Location: NEO Office
1580 Georgetown Rd.
Hudson, OH 44236

There are currently 3 spots remaining out of 25

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A Day for Circ Staff
8/31/2016


Back by popular demand!  This will be a day dedicated to specific topics for circulation staff.  More details coming soon!

If this event fills up there will also be additional programs throughout the region.
 
Location: Wayne County Public Library
220 West Liberty St
Wooster, OH 44691

There are currently 17 spots remaining out of 40

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A Day for Circ Staff
10/19/2016


Back by popular demand!  This will be a day dedicated to specific topics for circulation staff.  More details coming soon!

.
 
Location: Elyria Public Library West River Branch
1194 West River Rd N
Elyria,, OH 44035

There are currently 24 spots remaining out of 50

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Now We're Talkin: Multilingualism at the Library
1/12/2017

What lingual gems might your staff and community be hoarding?  Learn how the Westerville Public Library has engage their staff and community to reach non-native English speakers with name badges, grants, and community partners.


 
Location: Online
Via Adobe Connect

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A Day for Circulation Staff: Change is All Around Us
6/1/2017

Other dates and locations for A Day for Circ Staff
Thursday, August 17, 2017 --Canfield Library
Thursday, September 7, 2017 - Geauga West Branch
Wednesday, November 15, 2017 -- Avon Lake Public Library

Change is inevitable, especially in libraries.  We have seen many changes in the last 20 years.  This year’s “Day for Circulation Staff” will focus on change; the change in customers and their expectations, the change in technology and the changing role of circulation.

We will start the morning with Andrea Egan, youth services assistant from the Geauga  County Public Library talking about the welcoming library and how we must treat all of our customers the same and ways in which we are able to surprise and delight them.

Joe Taylor, Head of Circulation for Grafton-Midview, will discuss the many changes in technology and how, as circulation staff, you must be adaptable and able to cope with all of the changes.

Leslie Davenport, Circulation Services Manager for Wayne County Public Library, will share the new and exciting roles that she and her circulation staff have taken on and look at other opportunities for circulation staff.

Lastly, we will have a conversation about taking care of yourself in times of change.  As always we will have time for some roundtable discussion.  Don’t miss this opportunity to network with your peers.
 
Location: Wayne County Public Library
220 West Liberty St
Wooster, OH 44691

There are currently 15 spots remaining out of 40

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A Day for Circulation Staff: Change is All Around Us--Canfield
8/17/2017

Other dates and locations for A Day for Circ Staff
Thursday, June 1, 2017 --Wayne County Public Library
Thursday, September 7, 2017 - Geauga West Branch
Wednesday, November 15, 2017 -- Avon Lake Public Library

Change is inevitable, especially in libraries.  We have seen many changes in the last 20 years.  This year’s “Day for Circulation Staff” will focus on change; the change in customers and their expectations, the change in technology and the changing role of circulation.

We will start the morning with Andrea Egan, youth services assistant from the Geauga  County Public Library talking about the welcoming library and how we must treat all of our customers the same and ways in which we are able to surprise and delight them.

Joe Taylor, Head of Circulation for Grafton-Midview, will discuss the many changes in technology and how, as circulation staff, you must be adaptable and able to cope with all of the changes.

Leslie Davenport, Circulation Services Manager for Wayne County Public Library, will share the new and exciting roles that she and her circulation staff have taken on and look at other opportunities for circulation staff.

Lastly, we will have a conversation about taking care of yourself in times of change.  As always we will have time for some roundtable discussion.  Don’t miss this opportunity to network with your peers.
 
Location: Canfield Library

Canfield, OH 44406


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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A Day for Circulation Staff: Change is All Around Us--Chesterland
9/7/2017

Other dates and locations for A Day for Circ Staff
Thursday, June 1, 2017 --Wayne County Public Library
Thursday, August  17, 2017 - Canfield Library
Wednesday, November 15, 2017 -- Avon Lake Public Library

Change is inevitable, especially in libraries.  We have seen many changes in the last 20 years.  This year’s “Day for Circulation Staff” will focus on change; the change in customers and their expectations, the change in technology and the changing role of circulation.

We will start the morning with Andrea Egan, youth services assistant from the Geauga  County Public Library talking about the welcoming library and how we must treat all of our customers the same and ways in which we are able to surprise and delight them.

Joe Taylor, Head of Circulation for Grafton-Midview, will discuss the many changes in technology and how, as circulation staff, you must be adaptable and able to cope with all of the changes.

Leslie Davenport, Circulation Services Manager for Wayne County Public Library, will share the new and exciting roles that she and her circulation staff have taken on and look at other opportunities for circulation staff.

Lastly, we will have a conversation about taking care of yourself in times of change.  As always we will have time for some roundtable discussion.  Don’t miss this opportunity to network with your peers.
 
Location: Geauga West Branch
Geauga County Public Library
Chesterland, OH 44026


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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A Day for Circulation Staff: Change is All Around Us
11/15/2017

Change is inevitable, especially in libraries.  We have seen many changes in the last 20 years.  This year’s “Day for Circulation Staff” will focus on change; the change in customers and their expectations, the change in technology and the changing role of circulation.

We will start the morning with Andrea Egan, youth services assistant from the Geauga  County Public Library talking about the welcoming library and how we must treat all of our customers the same and ways in which we are able to surprise and delight them.

Joe Taylor, Head of Circulation for Grafton-Midview, will discuss the many changes in technology and how, as circulation staff, you must be adaptable and able to cope with all of the changes.

Leslie Davenport, Circulation Services Manager for Wayne County Public Library, will share the new and exciting roles that she and her circulation staff have taken on and look at other opportunities for circulation staff.

Lastly, we will have a conversation about taking care of yourself in times of change.  As always we will have time for some roundtable discussion.  Don’t miss this opportunity to network with your peers.
 
Location: Avon Lake Public Library
32649 Electric Blvd.
Avon Lake, OH 4401


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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You check out WHAT?
1/24/2018

Libraries are making headlines for circulating such non-traditional items as guitars, fishing poles and bicycles.  Are you doing something interesting at your library, or thinking about it?  Presenters will share the ongoing experience of making gadgets, gizmos and bicycles, too available at the Avon Lake Public Library -- including why they do it, how they make work, and the challenge to spread awareness for things that patrons might not even realize they need!

In this webinar you will learn:

• Why and what items are chosen to circulate

• The procedures and policies to circulate

• How to market the new circulating items.

Presenters:
Gerry Vogel, Assistant Director, Avon Lake Public Library, he loves finding new problems to solve old ways.  
 
Shea Alltmont, Public Relations & Marketing Coordinator, Avon Lake Public Library,  has years of experience with libraries, cities, and home-based cookie factories helping to get their message out. 

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online
Via Adobe Connect

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The Welcoming Library: A Multi-sensory Approach
5/1/2018

You want your library to welcoming.  It is more than just customer service.  You want to surprise and delight your patrons to keep them coming back.

By attending this engaging webinar, participants will be able to:

• Explore all five senses and discover how to best use each in delivering a welcoming library experience for our patrons

• Identify your strengths in addressing the needs of all types of patrons

• Ponder the talents of your team at your branch

Presenter: Andrea Eagan, Youth Services Assistant, Geauga County Public Library
Involved in library work for 17 years, Andrea Egan, a graduate of Cleveland State University, wife of Paul, and mom to adult sons, Joe and Josh, has been a life-long lover of people and has found all kinds of ways to make them the focus of her job! From fast food to banking and from retail to teaching, and even marketing pet food, Andrea has been working with and for people for 35 years, and plans to continue serving patrons of all ages for as long as she is able. She looks forward to sharing experience and a fresh perspective on welcoming patrons in your libraries.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online
Via Adobe Connect

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Beyond Rosetta Stone: How Libraries Can Support English Language Learners
11/28/2018

Providing Library access to English Language Learners (ELL) can be much more than developing your foreign language and ESL collections.  Those learning English can have more pressing information needs and all staff can play a part in creating a welcoming environment.  Keep ESL patrons coming back (hint, it’s not just the free services but the new connections and relationships they make at the Library) and provide programming opportunities for the entire community to engage.

Learning objectives:

• How to effectively welcome the ELL community into the Library using best practices in outreach

• How to engage ELL patrons with staff encounters, signage, relevant programming, collections and volunteerism

• Learn about grant funding and potential community partnerships

Presenter:

Ginger Hofstetter developed a variety of impactful and innovative Spanish language programs as Spanish Language Outreach and Programming Coordinator during her time at Perry Public Library and Ashtabula County District Library and translated Guiding Ohio Online’s technology training materials into Spanish for the State Library of Ohio.  Her most recent projects are ELL Guide and Residential Houseparent for international boarding students at Hershey Montessori Farm School and as a freelancer providing individual casework for English Language Learners.  Ginger studied Humanities at a Mexican university and has conducted business internationally.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
 

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Michigan Activity Pass: Your Library can Loan Passes Too!
2/6/2019

The Michigan Activity Pass (MAP) is a collaborative effort between Michigan’s public libraries and cultural partners including state parks, museums and a wide variety of other family friendly venues. Thanks to the MAP program Michigan’s 2.54 million active, registered public library borrowers at nearly 400 libraries in 83 counties have access to free and discounted admission at over 440 different cultural partners located in all geographic areas across the state.

Learning objectives:

•  How to start a public library/cultural partner destination program (Hint: Think Small!)
•  Care and feeding of the program
•  Promotion

 
Presenters:
Brigette Felix has an MLIS degree. She has worked at The Library Network since 1998 and is presently the Shared System Librarian.
Jim Flury has an MILS degree. He has worked at The Library Network since 1988 and is presently the Technical Services Manager.                                                          
 
Location: Online
Via Adobe Connect

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Services for Immigrants (and your community) - Lessons Learned from Library Services for Immigrants and New Americans
2/20/2019

In her book Library Services for Immigrants and New Americans, Jennifer Koerber reviewed programs and services provided by more than 20 libraries across the country. In this webinar, she'll share 5 case studies and highlight the best practices they represent, including how to broaden the scope to include long-time residents and other community members. At the end, she'll guide you through an exercise to create a list of 10 concrete tasks you can take in your library to add or improve services to newcomer populations. There will be time for questions and answers, and a handout will include links to all libraries mentioned in the talk.
 
Learning Objectives:
During and after this webinar, participants:

1. Are exposed to diverse approaches to serve immigrants/New Americans at different levels of investment.

2. Will recognize that providing these services and programs can often be multi-purposed to serve long-time residents and any new resident as well as newcomers to the US.

3. Construct a list of 10 concrete things they can do in their buildings and in their communities based on webinar content.

 Presenter: 
Jennifer Koerber has two decades of experience in libraries, in both public-facing and behind-the-scenes roles. After 17 years at the Boston Public Library, she established her own business providing technology training and consulting services to libraries. Jennifer is also currently the Training Manager at Harvard University Library, overseeing staff training for a new service platform.
 
She has written extensively for Library Journal on public library services and technology, and in May 2018, her book Library Services to Immigrants and New Americans: Celebration and Integration was released by Libraries Unlimited. In what remains of her time, she is an avid mobile photographer and traveler.
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
 
Location: Online
Via Adobe Connect

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I Didn't Know You Did That! - Public Library Board Game Circulation
2/27/2019

Spend an agreeable hour learning how to write a board game circulation policy that aligns with your library’s mission and strategic plan, how to determine your audience, what type of games you should invest in, and the best places to purchase them. You will learn the basic logistics of board game storage, advertising the collection, packaging for circulation, and incorporating the board games into your library’s programming.  

Participants will:

• Discuss ways to engage patrons and boost circulation using board games as a tool
• Learn details of how to most efficiently manage the many facets of the collection
• Learn the basics of "board game advisory" - how to help patrons choose games to check out

Presenters:
Cari Dubiel is the Adult Learning and Information Services Manager at Twinsburg Public Library. With over twenty years of library experience, she has led many discussions on the topic of collection development and circulating nontraditional items. Her favorite board games are those that involve a puzzle or mystery, like Sherlock Holmes: Consulting Detective and any type of escape room. 

Maggie Rose is an Adult Learning and Information Services Librarian at the TPL. She has managed the collection for the past 18 months, expanding it from 20 games to over 120. Her favorite games are The Captain is Dead, and games to play with her children like Candy Land, and Ticket to Ride First Journey. 

Ashley Sroka is an Adult Learning and Information Services Associate at the TPL. She has been instrumental in coordinating the board game collection. She has always been a board gamer, even attending the 5-day long Origins Game Fair in Columbus. Her favorite games are Carcassonne, and cooperative games like Mysterium.

 

Location: Online
Via Adobe Connect

There are currently 13 spots remaining out of 50

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I Didn't Know You Did That! - Public Library Board Game Circulation
2/27/2019

Spend an agreeable hour learning how to write a board game circulation policy that aligns with your library’s mission and strategic plan, how to determine your audience, what type of games you should invest in, and the best places to purchase them. You will learn the basic logistics of board game storage, advertising the collection, packaging for circulation, and incorporating the board games into your library’s programming.  

Participants will:

• Discuss ways to engage patrons and boost circulation using board games as a tool

• Learn details of how to most efficiently manage the many facets of the collection

• Learn the basics of "board game advisory" - how to help patrons choose games to check out

Presenters:
Cari Dubiel is the Adult Learning and Information Services Manager at Twinsburg Public Library. With over twenty years of library experience, she has led many discussions on the topic of collection development and circulating nontraditional items. Her favorite board games are those that involve a puzzle or mystery, like Sherlock Holmes: Consulting Detective and any type of escape room. 

Maggie Rose is an Adult Learning and Information Services Librarian at the TPL. She has managed the collection for the past 18 months, expanding it from 20 games to over 120. Her favorite games are The Captain is Dead, and games to play with her children like Candy Land, and Ticket to Ride First Journey. 

Ashley Sroka is an Adult Learning and Information Services Associate at the TPL. She has been instrumental in coordinating the board game collection. She has always been a board gamer, even attending the 5-day long Origins Game Fair in Columbus. Her favorite games are Carcassonne, and cooperative games like Mysterium.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

Location: Online
Via Adobe Connect

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Day for Circ Staff: It's All About Myers Briggs and Working as a Team
8/13/2019

The morning will start with Understanding Your Myers-Briggs Personality Type.
 
The Myers Briggs Type Indicator assessment is one of the most popular and well-known personality assessments today, taken by 80% of Fortune 500 companies and 89% of Fortune 100 companies according to the CPP. It allows you to understand your personality type and effectively use your unique strengths. It also helps you to appreciate and successfully navigate differences in communication, decision-making and problem-solving. 
 
Learning Objectives:

• Learn about what the Myers Briggs Type Indicator measures (and does not measure) and how it is related to your personality preferences
• Understand how you can utilize the unique skills in your work dynamics effectively, from problem-solving to communication to leadership development
• Be provided with practical strategies for working more productively with others of different and diverse personality preferences

 Then in the afternoon, we will focus specifically on communication in context to our co-workers and our community patrons. We will start by examining the new information we have learned about our personality types and explore how those different types translate to different and unique ways we communicate with each other. 

Learning Objectives:

• Learn how to use our strengths to communicate our needs and perspectives successfully
• Explore how we can reach and appreciate other diverse communication styles 

After that, we will hone our skills even more by looking at one of the most significant and important elements of communication, namely nonverbal communication. We will learn about how essential it is to be aware of our nonverbal cues, and how can we learn to read the cues of others, both our colleagues and our patrons, in order to understand them more effectively. 

Learning Objectives:

• Explore where body language comes from, why it is important and how it affects us and others
• Discover ways to utilize nonverbal cues to communicate your message clearly in context to a variety of scenarios circ staff may encounter

Presenter:

Holly Klingler, Research and Innovation Coordinator, NEO-RLS
Location: Mentor Public Library
8215 Mentor Ave.
Mentor, OH 44060

There are currently 21 spots remaining out of 45

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Day for Circ Staff: It's All About Myers Briggs and Working as a Team
9/12/2019

The morning will start with Understanding Your Myers-Briggs Personality Type.
 
The Myers Briggs Type Indicator assessment is one of the most popular and well-known personality assessments today, taken by 80% of Fortune 500 companies and 89% of Fortune 100 companies according to the CPP. It allows you to understand your personality type and effectively use your unique strengths. It also helps you to appreciate and successfully navigate differences in communication, decision-making and problem-solving. 
 
Learning Objectives:

• Learn about what the Myers Briggs Type Indicator measures (and does not measure) and how it is related to your personality preferences
• Understand how you can utilize the unique skills in your work dynamics effectively, from problem-solving to communication to leadership development
• Be provided with practical strategies for working more productively with others of different and diverse personality preferences

 Then in the afternoon, we will focus specifically on communication in context to our co-workers and our community patrons. We will start by examining the new information we have learned about our personality types and explore how those different types translate to different and unique ways we communicate with each other. 

Learning Objectives:

• Learn how to use our strengths to communicate our needs and perspectives successfully
• Explore how we can reach and appreciate other diverse communication styles 

After that, we will hone our skills even more by looking at one of the most significant and important elements of communication, namely nonverbal communication. We will learn about how essential it is to be aware of our nonverbal cues, and how can we learn to read the cues of others, both our colleagues and our patrons, in order to understand them more effectively. 

Learning Objectives:

• Explore where body language comes from, why it is important and how it affects us and others
• Discover ways to utilize nonverbal cues to communicate your message clearly in context to a variety of scenarios circ staff may encounter

Presenter:

Holly Klingler, Research and Innovation Coordinator, NEO-RLS
Location: Canfield Library
43 W Main St
Canfield, OH 44406

There are currently 25 spots remaining out of 50

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Day for Circ Staff: It's All About Myers Briggs and Working as a Team
11/12/2019

The morning will start with Understanding Your Myers-Briggs Personality Type.
 
The Myers Briggs Type Indicator assessment is one of the most popular and well-known personality assessments today, taken by 80% of Fortune 500 companies and 89% of Fortune 100 companies according to the CPP. It allows you to understand your personality type and effectively use your unique strengths. It also helps you to appreciate and successfully navigate differences in communication, decision-making and problem-solving. 
 
Learning Objectives:

• Learn about what the Myers Briggs Type Indicator measures (and does not measure) and how it is related to your personality preferences
• Understand how you can utilize the unique skills in your work dynamics effectively, from problem-solving to communication to leadership development
• Be provided with practical strategies for working more productively with others of different and diverse personality preferences

 Then in the afternoon, we will focus specifically on communication in context to our co-workers and our community patrons. We will start by examining the new information we have learned about our personality types and explore how those different types translate to different and unique ways we communicate with each other. 

Learning Objectives:

• Learn how to use our strengths to communicate our needs and perspectives successfully
• Explore how we can reach and appreciate other diverse communication styles 

After that, we will hone our skills even more by looking at one of the most significant and important elements of communication, namely nonverbal communication. We will learn about how essential it is to be aware of our nonverbal cues, and how can we learn to read the cues of others, both our colleagues and our patrons, in order to understand them more effectively. 

Learning Objectives:

• Explore where body language comes from, why it is important and how it affects us and others
• Discover ways to utilize nonverbal cues to communicate your message clearly in context to a variety of scenarios circ staff may encounter

Presenter:

Holly Klingler, Research and Innovation Coordinator, NEO-RLS
Location: Westlake Porter Public Library
27333 Center Ridge Road
Westlake, OH 44145

There are currently 21 spots remaining out of 50

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The Unified Desk: Customer Service at Its Best
11/20/2019

Can circulation staff and librarians coexist? Can you manage the fact that the public thinks ALL library staff are librarians?  Is it possible to exchange ego for an expanded library experience? 

In this webinar I will challenge library staff to remove the barriers and hierarchy that separate staff at the expense of the customer.   We will explore opportunities where library clerks and librarians work side by side to provide a more holistic customer service experience. 

Learning Objectives:

• The benefit of providing more mentoring opportunities between library clerks and librarians to build a better library

• Explore the meaning of customer service and what it truly means to serve the public

• Challenge participants to see that their bias/fear of co-mingling staff has, and will continue to, hold them back from providing quality customer experiences and growing our profession

 Presenter: 

Mary Lou Carolan, Library Champion, Social Justice Advocate, Community Innovator, Placemaker.  Administrator for the Newburgh Free Library, Newburgh, NY.  www.newburghlibrary.org. 
Mary Lou is a library-futurist, speaker, writer, library director and idea generator for re-positioning libraries as community leaders and innovators.  Her mission is to forever upgrade the perception of libraries by using a creative blend of innovative marketing techniques, community -centered projects, storytelling, placemaking principles and extraordinary customer service.  Drawing from 15 years of library experience, preceded by 20 years leading non-profit community-based organizations, Carolan has created and implemented many successful marketing campaigns and outreach initiatives for rural and inner-city libraries of all sizes.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online
Via Adobe Connect

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Spanish in a Pinch for Library Staff
12/4/2019

This webinar will give an introduction into the Spanish language as well as the people that speak it. You will be provided with short cuts and an understanding of the basics of the language. Know the essential phrases that can breach some of the communication gap when working with Spanish speaking patrons that do not speak English.

Learning Objectives:

• Introduction to the Spanish Language 
• Learn short cuts
• Learn essential phrases 

Presenter:

Jaime Declet was born and raised in Caguas Puerto Rico. Moving to Ohio to finish his college degree at OSU. He made a stop to visit relatives in Cleveland, and the rest as they say is history. Married to Jeannine, children Andrew & Victoria. He started working in libraries as a volunteer in the sixth grade through High School. Working for the Cleveland State University, Fine Arts Library for six years and has been working in public libraries for the past 19 years. Mr. Declet started his public library career with the Lorain Public Library. He currently works for the Cleveland Public Library managing the South Branch. Mr. Declet is a member of the Advisory Board of Virginia Hamilton Conference on Multicultural Children's Literature, member of the Board of Directors of the Tremont West Development Corporation. His job is to make sure that the community he serves knows that the Library is here to help. Therefore, he makes sure that the Library is front and center in all community events

Location: Online via Adobe Connect

There are currently 16 spots remaining out of 75

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A Day for Public Service
3/24/2020

The morning will be Ditch the Drama:  Strategies for Peak Performance: More Peace, Less Drama
We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

After lunch we will have open discussion to discuss your challenges and successes.  This is an opportunity to network with your fellow public service staff.

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.

 
Location: Canfield Library
43 W Main St
Canfield, OH 44406

There are currently 9 spots remaining out of 40

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Spanish in a Pinch for Library Staff
4/3/2020

This webinar will give an introduction into the Spanish language as well as the people that speak it. You will be provided with short cuts and an understanding of the basics of the language. Know the essential phrases that can breach some of the communication gap when working with Spanish speaking patrons that do not speak English.

Learning Objectives:

• Introduction to the Spanish Language 

• Learn short cuts

• Learn essential phrases 

Presenter:

Jaime Declet was born and raised in Caguas Puerto Rico. Moving to Ohio to finish his college degree at OSU. He made a stop to visit relatives in Cleveland, and the rest as they say is history. Married to Jeannine, children Andrew & Victoria. He started working in libraries as a volunteer in the sixth grade through High School. Working for the Cleveland State University, Fine Arts Library for six years and has been working in public libraries for the past 19 years. Mr. Declet started his public library career with the Lorain Public Library. He currently works for the Cleveland Public Library managing the South Branch. Mr. Declet is a member of the Advisory Board of Virginia Hamilton Conference on Multicultural Children's Literature, member of the Board of Directors of the Tremont West Development Corporation. His job is to make sure that the community he serves knows that the Library is here to help. Therefore, he makes sure that the Library is front and center in all community events.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

Location: Online via Adobe Connect

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Customer Service Experience Bootcamp
4/23/2020

“Walt Disney is known as the ‘Father of the Customer Experience’ because he had the vision to create Disneyland as the ‘Happiest Place on Earth’.”
 
Customer Experience is defined by interactions between a customer and an organization throughout their business relationship. It encompasses much more than just a transaction of a service or product, an experience impacts how customers feel and their emotions thru-out their journey with the library.
 
This interactive and fun Customer Service Experience Boot Camp is a hands on day of information and experiences that will help you to engage and connect more effectively with your customers as they use and experience your library.
 
Dress comfortably! As the “Boot Camp” name implies, you will be working on projects and exercises throughout the day!
 
In our Boot Camp, attendees will learn how to:
 

• Succeed at the Customer Service Experience by learning from the failures of others
• Use specific questions to identify the needs of their customers to deliver customized experiences for them
• See their job and their library through the lens of an experience
• Make an emotional connection with their customers
• Create customer relationships that make their work environment more fulfilling and less stressful

 
Attendees will complete the Learning and Application Worksheet to help them apply what they’ve learned when they return to their library.

Presenter:

Andrew Sanderbeck has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the People Connect Institute Webinars.
Location: Stark County District Library
715 Market Ave. N
Canton, OH 44702

There are currently 23 spots remaining out of 45

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A Day for Public Service
5/14/2020

Join your colleagues in public service for a morning learning about how to Ditch the Drama:  Strategies for Peak Performance: More Peace, Less Drama.
We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

After lunch we will have open discussion to discuss your challenges and successes.  This is an opportunity to network with your fellow public service staff.

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.

 
Location: Wayne County Public Library
220 West Liberty St
Wooster, OH 44691

There are currently 31 spots remaining out of 40

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Customer Service on the Telephone and by Email
6/3/2020

Communicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual’s body language, messages can lose clarity and meanings easily misinterpreted. And when clarity and understanding are lost, the communication can be frustrating for both the customer and the employee.

This interactive and informative webinar will explore best practices in creating positive experiences with customers on the phone and via email. Attendees will learn techniques for redirecting conversations that are off point, going nowhere fast and to help diffuse situations that are becoming, angry, hostile and threatening.

Learning Objectives:

• The Do’s and Don’ts of effective email communication
• The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated
• 5 things to remember and practice when talking with a customer on the phone

Presenter:  

Andrew Sanderbeck ​ has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Location: Online via Adobe Connect

There are currently 263 spots remaining out of 400

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Customer Service on the Telephone and by Email
6/3/2020

Communicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual’s body language, messages can lose clarity and meanings easily misinterpreted. And when clarity and understanding are lost, the communication can be frustrating for both the customer and the employee.

This interactive and informative webinar will explore best practices in creating positive experiences with customers on the phone and via email. Attendees will learn techniques for redirecting conversations that are off point, going nowhere fast and to help diffuse situations that are becoming, angry, hostile and threatening.

Learning Objectives:

• The Do’s and Don’ts of effective email communication

• The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated

• 5 things to remember and practice when talking with a customer on the phone

Presenter:  

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

Location: Online via Adobe Connect

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Mental Health Issues and Your Library: An Introduction
6/24/2020

This webinar will introduce the topic of mental health as it pertains to a library setting. Among other topics, attendees will learn: to recognize the signs of mental illness, to differentiate among common types of disorders, and how to understand the terminology to speak appropriately and compassionately about the issues surrounding mental health. Useful phrases and helpful strategies for working with someone experiencing a mental health issue will also be shared.

Presenters:
Josh Berk is the Executive Director of the Bethlehem Area Public Library. A library professional for over 20 years, he authored "Mental Health Training in Public Libraries" (Public Libraries Magazine), developed the curriculum for the Infopeople course "Serving People with Mental Health Challenges at Your Library," and is a past director-at-large of the Pennsylvania Library Association. He holds an MLIS from the University of Pittsburgh and has published several books for children and young adults. 


Kelly Berk (MPH, BSN, RN) is the Network Director of Maternal Child Health Initiatives at St. Luke’s University Health Network in Bethlehem, PA where she oversees the Nurse Family Partnership and VNAC (Visiting Nurse Advocate for the County) programs. She is also an adjunct faculty in Health Sciences at Cedar Crest College and is a passionate advocate for the health and well-being of women, infants, children and families. 
 
Location: Online via Adobe Connect

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Mental Health Issues and Your Library: An Introduction
6/24/2020

This webinar will introduce the topic of mental health as it pertains to a library setting. Among other topics, attendees will learn: to recognize the signs of mental illness, to differentiate among common types of disorders, and how to understand the terminology to speak appropriately and compassionately about the issues surrounding mental health. Useful phrases and helpful strategies for working with someone experiencing a mental health issue will also be shared.

Presenters:
Josh Berk is the Executive Director of the Bethlehem Area Public Library. A library professional for over 20 years, he authored "Mental Health Training in Public Libraries" (Public Libraries Magazine), developed the curriculum for the Infopeople course "Serving People with Mental Health Challenges at Your Library," and is a past director-at-large of the Pennsylvania Library Association. He holds an MLIS from the University of Pittsburgh and has published several books for children and young adults. 


Kelly Berk (MPH, BSN, RN) is the Network Director of Maternal Child Health Initiatives at St. Luke’s University Health Network in Bethlehem, PA where she oversees the Nurse Family Partnership and VNAC (Visiting Nurse Advocate for the County) programs. She is also an adjunct faculty in Health Sciences at Cedar Crest College and is a passionate advocate for the health and well-being of women, infants, children and families. 

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online via Adobe Connect

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The Customer Service Experience
6/30/2020

Customer service experience is the ability to provide positive experiences for and with our customers. In libraries, customers experience our services and programs and much, much more. An experience can be individual, or for a group or family and can take place in the library, on the phone or in our social media accounts and in our virtual branch. (Our website)
 
This interactive and informative webinar will you give you tips and techniques to engage and connect more effectively with your customers as they use and experience the unlimited opportunities at your library.
 
Learning Objectives: 

• Best Practices in the Customer Service Experience
• How to Communicate in Needs and Benefits Language
• Build Unique Customer Experiences With Each Customer

Presenter:

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

 
Location: Online via Zoom

There are currently 209 spots remaining out of 300

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The Customer Service Experience
6/30/2020

Customer service experience is the ability to provide positive experiences for and with our customers. In libraries, customers experience our services and programs and much, much more. An experience can be individual, or for a group or family and can take place in the library, on the phone or in our social media accounts and in our virtual branch. (Our website)
 
This interactive and informative webinar will you give you tips and techniques to engage and connect more effectively with your customers as they use and experience the unlimited opportunities at your library.
 
Learning Objectives: 

• Best Practices in the Customer Service Experience

• How to Communicate in Needs and Benefits Language

• Build Unique Customer Experiences With Each Customer

Presenter:

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online via Zoom

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Professional Internal Customer Service
7/7/2020

The elements of professionalism are important to internal customer service, which includes providing services to others within your organization, and treating them as you would treat external customers. Showing professionalism in the workplace has many benefits including improved worker relationships, trust, and even efficiency.
 
In this interactive and informative webinar, we will look at three key skill sets that build and maintain a culture of professional internal customer service and how you can apply this information in your organization.
 
Learning Objectives: 

• Job Skills (Technical, Communication and Leadership)
• Good Judgement
• Polite Behavior

 
Presenter: 

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.
 
He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.
 
 
Location: Online via Adobe Connect

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Professional Internal Customer Service
7/7/2020

The elements of professionalism are important to internal customer service, which includes providing services to others within your organization, and treating them as you would treat external customers. Showing professionalism in the workplace has many benefits including improved worker relationships, trust, and even efficiency.
 
In this interactive and informative webinar, we will look at three key skill sets that build and maintain a culture of professional internal customer service and how you can apply this information in your organization.
 
Learning Objectives: 

• Job Skills (Technical, Communication and Leadership)

• Good Judgement

• Polite Behavior

 
Presenter: 

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.
 
He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.
 
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online via Adobe Connect

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De-escalation and Productive Conversations: Working with Individuals Experiencing Mental Health Challenges in a Library Setting
7/14/2020

This session delves more deeply into strategies to work productively with individuals experiencing mental health challenges. What are good policies to have in place? How to de-escalate (talk down) someone in a crisis? What should we never do when encountering someone experiencing a delusion? How to ensure staff safety and compassion towards library users? These issues and others will be discussed.

Presenters:
Josh Berk is the Executive Director of the Bethlehem Area Public Library. A library professional for over 20 years, he authored "Mental Health Training in Public Libraries" (Public Libraries Magazine), developed the curriculum for the Infopeople course "Serving People with Mental Health Challenges at Your Library," and is a past director-at-large of the Pennsylvania Library Association. He holds an MLIS from the University of Pittsburgh and has published several books for children and young adults. 


Kelly Berk (MPH, BSN, RN) is the Network Director of Maternal Child Health Initiatives at St. Luke’s University Health Network in Bethlehem, PA where she oversees the Nurse Family Partnership and VNAC (Visiting Nurse Advocate for the County) programs. She is also an adjunct faculty in Health Sciences at Cedar Crest College and is a passionate advocate for the health and well-being of women, infants, children and families. 
 
Location: Online via Adobe Connect

---

De-escalation and Productive Conversations: Working with Individuals Experiencing Mental Health Challenges in a Library Setting
7/14/2020

This session delves more deeply into strategies to work productively with individuals experiencing mental health challenges. What are good policies to have in place? How to de-escalate (talk down) someone in a crisis? What should we never do when encountering someone experiencing a delusion? How to ensure staff safety and compassion towards library users? These issues and others will be discussed.

Presenters:
Josh Berk is the Executive Director of the Bethlehem Area Public Library. A library professional for over 20 years, he authored "Mental Health Training in Public Libraries" (Public Libraries Magazine), developed the curriculum for the Infopeople course "Serving People with Mental Health Challenges at Your Library," and is a past director-at-large of the Pennsylvania Library Association. He holds an MLIS from the University of Pittsburgh and has published several books for children and young adults. 


Kelly Berk (MPH, BSN, RN) is the Network Director of Maternal Child Health Initiatives at St. Luke’s University Health Network in Bethlehem, PA where she oversees the Nurse Family Partnership and VNAC (Visiting Nurse Advocate for the County) programs. She is also an adjunct faculty in Health Sciences at Cedar Crest College and is a passionate advocate for the health and well-being of women, infants, children and families. 


When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
 
Location: Online via Adobe Connect

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Cancelled: A Day for Public Service
8/4/2020

Join your colleagues in public service for a morning learning about how to Ditch the Drama:  Strategies for Peak Performance: More Peace, Less Drama.
We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

After lunch we will have open discussion to discuss your challenges and successes.  This is an opportunity to network with your fellow public service staff.

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.

 
Location: Westlake Porter Public Library
27333 Center Ridge Road
Westlake, OH 44145

There are currently 36 spots remaining out of 40

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Brand Touchpoints: All the Staff & All the Stuff
8/18/2020

You probably have a pretty good understanding of what a "brand" is. But what about a "brand touchpoint"? Do you know what that is? And do you realize that you are a brand touchpoint?
 
A brand is much more than a logo; it's how people feel about your library. And a touchpoint is any point of contact or interaction, which of course affects how people feel about an organization. So every person, and every space, and every item that's related to your library is a brand touchpoint. Every interaction that people have, face-to-face or online, affects their opinions of you.
 
It's vital for all library employees to realize this and to understand how to be the best brand ambassadors they can be.

Learning Objectives: 

• Define the business terms and relate them to libraries
• Explain how every employee and every interaction matter
• Discuss user experience (UX) and public perception
• Share real examples of how laypeople see and discuss libraries
• Offer guidelines on how to be a positive touchpoint

This session is meant to be eye-opening for employees who shy away from branding and marketing responsibility, and for those who don't believe their work matters to the public. And it's meant to be inspiring, to demonstrate how everyone matters, and to encourage listeners to strive toward their best work.

Presenter:
Kathy Dempsey wrote the popular how-to tome, The Accidental Library Marketer, and founded her own marketing consultancy, Libraries Are Essential. Her work is dedicated to helping librarians and information professionals promote their value and expertise in order to gain respect and funding.

Kathy has been the Editor of Marketing Library Services newsletter for 25 years, and was formerly Editor-in-Chief of Computers in Libraries magazine. She also blogs at The 'M' Word. She's a member of the New Jersey Library Association, and Founder of the Library Marketing and Communications Conference, which she chaired in 2015, 2016, and 2017.

This writer, editor, and marketing maven has been giving presentations across the U.S. and Canada for 20+ years, always sprinkling them with humor to make marketing concepts more interesting and accessible. She continues to fight the stereotypes that librarians are boring and that "marketing" is a dirty word.
Location: Online via Zoom

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Brand Touchpoints: All the Staff & All the Stuff
8/18/2020

You probably have a pretty good understanding of what a "brand" is. But what about a "brand touchpoint"? Do you know what that is? And do you realize that you are a brand touchpoint?
 
A brand is much more than a logo; it's how people feel about your library. And a touchpoint is any point of contact or interaction, which of course affects how people feel about an organization. So every person, and every space, and every item that's related to your library is a brand touchpoint. Every interaction that people have, face-to-face or online, affects their opinions of you.
 
It's vital for all library employees to realize this and to understand how to be the best brand ambassadors they can be.

Learning Objectives: 

• Define the business terms and relate them to libraries

• Explain how every employee and every interaction matter

• Discuss user experience (UX) and public perception

• Share real examples of how laypeople see and discuss libraries

• Offer guidelines on how to be a positive touchpoint

This session is meant to be eye-opening for employees who shy away from branding and marketing responsibility, and for those who don't believe their work matters to the public. And it's meant to be inspiring, to demonstrate how everyone matters, and to encourage listeners to strive toward their best work.

Presenter:
Kathy Dempsey wrote the popular how-to tome, The Accidental Library Marketer, and founded her own marketing consultancy, Libraries Are Essential. Her work is dedicated to helping librarians and information professionals promote their value and expertise in order to gain respect and funding.

Kathy has been the Editor of Marketing Library Services newsletter for 25 years, and was formerly Editor-in-Chief of Computers in Libraries magazine. She also blogs at The 'M' Word. She's a member of the New Jersey Library Association, and Founder of the Library Marketing and Communications Conference, which she chaired in 2015, 2016, and 2017.

This writer, editor, and marketing maven has been giving presentations across the U.S. and Canada for 20+ years, always sprinkling them with humor to make marketing concepts more interesting and accessible. She continues to fight the stereotypes that librarians are boring and that "marketing" is a dirty word.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
Location: Online via Zoom

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Ditch the Drama: Strategies for Peak Performance: More Peace, Less Drama
8/20/2020

We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.
 
Location: Online
Via Zoom

There are currently 313 spots remaining out of 450

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Ditch the Drama: Strategies for Peak Performance: More Peace, Less Drama
8/20/2020

We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

 
Location: Online
Via Zoom

There are currently 358 spots remaining out of 450

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The Quiet Approach for Serving Customers
9/9/2020

Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests.

It can be especially challenging for those who are more introverted or shy to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.

Learning Objectives:

• Learn tools that you need to be more successful and in-control in your customer interactions
• We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking
• Sharpen the skills needed to handle all customer situations with less anxiety and stress

Presenter:

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Location: Online via Zoom

There are currently 225 spots remaining out of 300

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Cancelled: The Quiet Approach for Serving Customers
9/9/2020

Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests.
It can be especially challenging for those who are more introverted or shy to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.

Learning Objectives:

• Attendees will receive the tools that they need to be more successful and in-control in their customer interactions
• Attendees will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking
• Attendees will  sharpen the skills needed to handle all customer situations with less anxiety and stress

Presenter: 

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.
 
He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.
Location: Stow-Munroe Falls Public Library
3512 Darrow Rd
Stow, OH 44224

There are currently 37 spots remaining out of 40

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The Quiet Approach for Serving Customers
9/9/2020

Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests.

It can be especially challenging for those who are more introverted or shy to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.

Learning Objectives:

• Learn tools that you need to be more successful and in-control in your customer interactions

• We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking

• Sharpen the skills needed to handle all customer situations with less anxiety and stress

Presenter:

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.

Location: Online via Zoom

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Cancelled: A Day for Public Service
11/5/2020

Join your colleagues in public service for a morning learning about how to Ditch the Drama:  Strategies for Peak Performance: More Peace, Less Drama.
We are living and working in dramatic and demanding times. A lot of focus and energy are dissipated on drama instead of productive, proactive work. This workshop focuses on changing your mindset and behavior in ways that help you find happiness and success regardless of your circumstances.  In addition, you will learn how to deal  with negativity, complaints, and gossip as well as learning tools to coach others.

Learning Objectives:

• Take personal responsibility for your happiness and success
• Diffuse drama
• Learn positive ways to deal with negativity at work

After lunch we will have open discussion to discuss your challenges and successes.  This is an opportunity to network with your fellow public service staff.

Presenter:  
Marti Peden is the owner and principal of Peden & Associates, a training and consulting company based in Akron, Ohio.  For more than 30 years, she has been a trainer, facilitator, speaker and organizational development professional.  She specializes in conflict resolution, managing change, strategic planning, team building and positive approaches to life’s challenges. 
 
For over 25 years, Marti has worked with numerous libraries as a speaker, facilitator and strategic planning consultant.  She has worked with many of the libraries within the NEO-RLS regional library system as well as facilitating staff days for various public libraries.  She presented at the 2013 ALA convention in Chicago, IL and the 2014 PLA convention in Indianapolis, Indiana.

Marti holds a Bachelor’s Degree in Psychology from The University of Steubenville and a Master’s of Education Degree from Kent State University.  She is an annual presenter for executive leadership programs such as the John Glenn College of Public Affairs at The Ohio State University in Columbus, Ohio and the Executive Education Program at the University of Notre Dame in South Bend, Indiana.

 
Location: Mentor Public Library
8215 Mentor Ave
Mentor, OH 44060

There are currently 35 spots remaining out of 40

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Organizing Chaos: Training for a Library Service Platform Migration
11/12/2020

When a library system moves to a new service platform, it can feel chaotic and disruptive. The whole staff needs to be trained at the same time, while the implementation team is still actively working on configuration and data migration. How do you give everyone what they need to start work on Day 1 when even staff who know the most are still learning and the system isn’t entirely ready? Just as importantly, how do you address the change management needed to prepare staff for a new technological system that may also change physical workflows and even job responsibilities?
 
Using examples from her experience coordinating training for Alma (Ex Libris), Koerber will examine a variety of approaches and tools that can spread the training net wide.
 
Learning Objectives:
 
During and after this webinar, participants will:

• Learn a model for staff training for migrating to a new library service platform (LSP), using Ex Libris’s Alma as an example
• Be able to incorporate change management discussions into their training programs for migrations
• Have a list of resources for providing LSP training online and in person

 
Presenter: 

Jennifer Koerber is a consultant who advises and guides libraries on staff training programs, especially around technology change and skill-building. She has more than 20 years of experience in public-facing and behind-the-scenes roles, including children’s librarian, reference generalist, branch manager, and web services librarian. After 17 years at the Boston Public Library, she established her own business providing technology training and consulting services to libraries. In 2017, Jennifer became staff Training Manager for the Harvard Library ILS migration and pivoted her career to follow this new path. 
 
In addition to her library work, Jennifer has written extensively for Library Journal, and is the co-author (with Michael P. Sauers) of Emerging Technologies: a Primer for Librarians (Rowman & Littlefield, 2015). In May 2018, her book Library Services to Immigrants and New Americans: Celebration and Integration was published by Libraries Unlimited/ABC-CLIO.
 
Location: Online via Zoom

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Organizing Chaos: Training for a Library Service Platform Migration
11/12/2020

When a library system moves to a new service platform, it can feel chaotic and disruptive. The whole staff needs to be trained at the same time, while the implementation team is still actively working on configuration and data migration. How do you give everyone what they need to start work on Day 1 when even staff who know the most are still learning and the system isn’t entirely ready? Just as importantly, how do you address the change management needed to prepare staff for a new technological system that may also change physical workflows and even job responsibilities?
 
Using examples from her experience coordinating training for Alma (Ex Libris), Koerber will examine a variety of approaches and tools that can spread the training net wide.
 
Learning Objectives:
 
During and after this webinar, participants will:

• Learn a model for staff training for migrating to a new library service platform (LSP), using Ex Libris’s Alma as an example
• Be able to incorporate change management discussions into their training programs for migrations
• Have a list of resources for providing LSP training online and in person

 
Presenter: 

Jennifer Koerber is a consultant who advises and guides libraries on staff training programs, especially around technology change and skill-building. She has more than 20 years of experience in public-facing and behind-the-scenes roles, including children’s librarian, reference generalist, branch manager, and web services librarian. After 17 years at the Boston Public Library, she established her own business providing technology training and consulting services to libraries. In 2017, Jennifer became staff Training Manager for the Harvard Library ILS migration and pivoted her career to follow this new path. 
 
In addition to her library work, Jennifer has written extensively for Library Journal, and is the co-author (with Michael P. Sauers) of Emerging Technologies: a Primer for Librarians (Rowman & Littlefield, 2015). In May 2018, her book Library Services to Immigrants and New Americans: Celebration and Integration was published by Libraries Unlimited/ABC-CLIO.
 
Location: Online via Zoom

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Bystander Intervention in the Library
3/3/2021

We have all likely been a bystander, seeing a situation where someone is acting inappropriately with another person, and we didn't know what to do or how to help make a difference. In this session you will be transported to the "bystander zone" and learn how to safely intervene as a bystander to help defuse a situation and still provide a level of service beyond any other.

Learning Objectives:

• List the 5 decision-making steps and the 5 Ds of intervention
• Apply the ways to take action in order to intervene in a situation
• Implement the practice of intervention to impact the social environment around you

Presenter:

Donna Seaton has over 30 years working at EVPL public library system, first as a customer services representative, then as a supervisor for 20 years and for the last 8 years the system wide training specialist. Donna develops and conducts training for both new and existing employees and conducts On-Boarding for all EVPL staff. Donna has conducted the Bystander Intervention presentation for many library conferences and library systems.   Donna loves the library, reading, traveling and spending time with her husband, family and friends.
Location: Online via Zoom

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Bystander Intervention in the Library
3/3/2021







We have all likely been a bystander, seeing a situation where someone is acting inappropriately with another person, and we didn't know what to do or how to help make a difference. In this session you will be transported to the "bystander zone" and learn how to safely intervene as a bystander to help defuse a situation and still provide a level of service beyond any other.

Learning Objectives:

• List the 5 decision-making steps and the 5 Ds of intervention
• Apply the ways to take action in order to intervene in a situation
• Implement the practice of intervention to impact the social environment around you

Presenter:

Donna Seaton has over 30 years working at EVPL public library system, first as a customer services representative, then as a supervisor for 20 years and for the last 8 years the system wide training specialist. Donna develops and conducts training for both new and existing employees and conducts On-Boarding for all EVPL staff. Donna has conducted the Bystander Intervention presentation for many library conferences and library systems.   Donna loves the library, reading, traveling and spending time with her husband, family and friends.
Location: Online via Zoom

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Creating Standards for Successful Customer Service (For Frontline Staff)
8/10/2021

One of the most difficult issues for frontline library staff to navigate is the balance between personalized service, which can devolve into special favors for well-liked customers, and even-handed consistency, which can become volumes of rigid rules. The key is to establish guidelines for how you treat all library users, regardless of who they are. The welcome for everyone, services that anyone can use, and common courtesy are standards that you can apply to every library visitor, including strangers, difficult customers, and people who are different from you.
Topics include examples of written standards, the importance of strategic planning and job descriptions that support customer services, and why consistency and civility can solve many customer behavioral issues.
 
Learning Objectives:

• Improve customer service with consistency, fair treatment, and access for all
• Determine if staff are making exceptions for friends, family, and otherwise favored customers
• Create a draft of a written set of standards for your library, to test and review

Presenter:

Pat Wagner is a trainer and consultant with 40 years of experience working for libraries, universities, local government, non-profits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.
 
Location: Online via Zoom

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Creating Standards for Successful Customer Service (For Frontline Staff)
8/10/2021

One of the most difficult issues for frontline library staff to navigate is the balance between personalized service, which can devolve into special favors for well-liked customers, and even-handed consistency, which can become volumes of rigid rules. The key is to establish guidelines for how you treat all library users, regardless of who they are. The welcome for everyone, services that anyone can use, and common courtesy are standards that you can apply to every library visitor, including strangers, difficult customers, and people who are different from you.
Topics include examples of written standards, the importance of strategic planning and job descriptions that support customer services, and why consistency and civility can solve many customer behavioral issues.
 
Learning Objectives:

• Improve customer service with consistency, fair treatment, and access for all
• Determine if staff are making exceptions for friends, family, and otherwise favored customers
• Create a draft of a written set of standards for your library, to test and review

Presenter:

Pat Wagner is a trainer and consultant with 40 years of experience working for libraries, universities, local government, non-profits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.
 
Location: Online via Zoom

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Rebuilding Our Why - For Library Staff
8/26/2021

Have you given much thought to why patrons come to your library? “They have to,” you say? Not so fast. In today’s world, they have a wealth of options to choose from when they need to access resource material, conduct research on a computer, or any other type of service or programming your library currently provides.
 
And, although there are many loyal, dedicated fans of your library, they won’t stay fans for long if your service levels have deteriorated.
 
In this nearly post-COVID environment, it’s natural to still be cautious. But when caution leads us to giving less than our best selves, we are letting down our libraries, our co-workers, our supervisors, AND our fans!
 
Learning Objectives:

• Discuss why it’s so important to have excellent service as our goal
• Dig deep to see what might be stopping us from giving our best effort to serve our patrons
• Look at ways to encourage teamwork among our coworkers
• Determine what it takes to provide excellent service in our organization’s environment – and what part we should play in doing so

  Presenter:

Linda Bruno has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!  Linda received her MBA from the University of Florida and has years of experience in hands-on management positions.  She develops her workshops based on solid research and – more importantly – real-life application.

Location: Online via Zoom

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Rebuilding Our Why - For Library Staff
8/26/2021







Have you given much thought to why patrons come to your library? “They have to,” you say? Not so fast. In today’s world, they have a wealth of options to choose from when they need to access resource material, conduct research on a computer, or any other type of service or programming your library currently provides.
 
And, although there are many loyal, dedicated fans of your library, they won’t stay fans for long if your service levels have deteriorated.
 
In this nearly post-COVID environment, it’s natural to still be cautious. But when caution leads us to giving less than our best selves, we are letting down our libraries, our co-workers, our supervisors, AND our fans!
 
Learning Objectives:

• Discuss why it’s so important to have excellent service as our goal
• Dig deep to see what might be stopping us from giving our best effort to serve our patrons
• Look at ways to encourage teamwork among our coworkers
• Determine what it takes to provide excellent service in our organization’s environment – and what part we should play in doing so

  Presenter:

Linda Bruno has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!  Linda received her MBA from the University of Florida and has years of experience in hands-on management positions.  She develops her workshops based on solid research and – more importantly – real-life application.

Location: Online via Zoom

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Creating Calm During Times of Stress
12/7/2021

Managing and responding to the heightened emotions of others can be very challenging in the public service world.  Our ability to do this well relies on our understanding of how stress impacts humans and more important, how we are able to regulate during times of increased stress in order to best manage the emotions of others.  

Learning Objectives:

• A greater understanding of how Trauma and Stress impact our brains
• Knowledge on the Stress Cycle and why individuals escalate during times of stress
• De-escalation techniques to support times of high stress in the library
• Learn how we can better regulate our own emotions

Presenter:
Erin Turner, LISW-S, is the Intensive Services Program Manager at Crossroads/Beacon Health in Lake County and Adjunct Faculty for Youngstown State School of Social Work Graduate Program. She has worked in community mental health settings for over 20 years as a volunteer, direct service provider, clinical supervisor and program manager. She has extensive experience working with children, adolescents, families and adults with a variety of mental health issues, including trauma, mood disorders and crisis situations. Erin specializes in community based crisis intervention.   Erin has provided multiple trainings within the context of Social Work including, Risk Assessment, Trauma, Compassion Fatigue and Motivational Interviewing. 
Location: Online via Zoom

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Creating Calm During Times of Stress
12/7/2021

Managing and responding to the heightened emotions of others can be very challenging in the public service world.  Our ability to do this well relies on our understanding of how stress impacts humans and more important, how we are able to regulate during times of increased stress in order to best manage the emotions of others.  

Learning Objectives:

• A greater understanding of how Trauma and Stress impact our brains
• Knowledge on the Stress Cycle and why individuals escalate during times of stress
• De-escalation techniques to support times of high stress in the library
• Learn how we can better regulate our own emotions

Presenter:
Erin Turner, LISW-S, is the Intensive Services Program Manager at Crossroads/Beacon Health in Lake County and Adjunct Faculty for Youngstown State School of Social Work Graduate Program. She has worked in community mental health settings for over 20 years as a volunteer, direct service provider, clinical supervisor and program manager. She has extensive experience working with children, adolescents, families and adults with a variety of mental health issues, including trauma, mood disorders and crisis situations. Erin specializes in community based crisis intervention.   Erin has provided multiple trainings within the context of Social Work including, Risk Assessment, Trauma, Compassion Fatigue and Motivational Interviewing. 
Location: Online via Zoom

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Circulation Networking Meeting
6/16/2022

Join us for our first Circulation Staff Networking Meeting.  Here is an opportunity to connect with circulation staff from other libraries around the region; to share ideas, experiences, etc..  We hope you will join us. Please send agenda items/questions to Ragan Snead.
 
Location: Online via Zoom

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Patron Response Framework: Responding with Empathy, Kindness, and Love to difficult situations
8/17/2022

Five years ago, Kent District Library (MI) created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns and complaints in a kind and empathetic way ensures people feel listened to and cared for. This prevents escalation and helps maintain a safe environment.  Last year, Kent District Library revisited the Frameworks through the lens of Equity, Diversity and Inclusion.  The new Frameworks focuses on learning and growing together, and de-escalating situations for the safety of all, while addressing unconscious bias.  
 
In this session, we will introduce four frameworks which each have an acronym to help staff remember the steps.  
 
Code Green, LEARN 
Code Yellow, CARDS 
Code Red, EBBS 
Code Follow-Up, FLOWS
 
The Code Green Framework is for daily complaints and interactions, such as book challenges.  Code Yellow is for slightly more escalated situations, and Code Red is for situations where the safety of patrons and staff may be at risk.  Finally, Code follow-Up focuses on self-care and reflection after a difficult situation.

Learning Objectives:

• Upon Completion, participant will be able to plan for the development of a response framework for their communities. 
• Participants will be able to create an evaluation plan for existing patron behavior responses to ensure the diverse experiences and backgrounds of the community are respected and policies are equitable. 
• At the end of the session, participants will be able to employ responses for immediate use with their patrons. 

Presenters:

Liz Knapp is a Regional Manager I at Kent District Library in Kent County, Michigan.  Liz's region includes three libraries, two in rural areas, and two in suburban areas.  Liz has worked in libraries for over 20 years in Michigan, Florida and Indiana. She has been part of the Response Framework project for 6 years and is the current leader.  Liz has presented on a regional, state, and national level on kind, empathetic and compassionate communication in difficult situations.   

Shelley Roossien has been the Accessibility & Inclusion Specialist for KDL for the past 17 years. She heads up the Talking Book & Braille Center program, as well as other library services and programs for people with disabilities. She is also the co-leader for the Equity, Diversity, and Inclusion workgroup.  

Leigh Verburg is a Branch Librarian at Kent District Library and is engaged with the Equity, Diversity and Inclusion workgroup within the library system. She is passionate about social justice and acknowledging race, power and privilege to help deconstruct systemic racism. 
 

Location: Online via Zoom

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Patron Response Framework: Responding with Empathy, Kindness, and Love to difficult situations
8/17/2022

Recorded 8/17/2022

Five years ago, Kent District Library (MI) created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns and complaints in a kind and empathetic way ensures people feel listened to and cared for. This prevents escalation and helps maintain a safe environment.  Last year, Kent District Library revisited the Frameworks through the lens of Equity, Diversity and Inclusion.  The new Frameworks focuses on learning and growing together, and de-escalating situations for the safety of all, while addressing unconscious bias.  
 
In this session, we will introduce four frameworks which each have an acronym to help staff remember the steps.  
 
Code Green, LEARN 
Code Yellow, CARDS 
Code Red, EBBS 
Code Follow-Up, FLOWS
 
The Code Green Framework is for daily complaints and interactions, such as book challenges.  Code Yellow is for slightly more escalated situations, and Code Red is for situations where the safety of patrons and staff may be at risk.  Finally, Code follow-Up focuses on self-care and reflection after a difficult situation.

Learning Objectives:

• Upon Completion, participant will be able to plan for the development of a response framework for their communities. 
• Participants will be able to create an evaluation plan for existing patron behavior responses to ensure the diverse experiences and backgrounds of the community are respected and policies are equitable. 
• At the end of the session, participants will be able to employ responses for immediate use with their patrons. 

Presenters:

Liz Knapp is a Regional Manager I at Kent District Library in Kent County, Michigan.  Liz's region includes three libraries, two in rural areas, and two in suburban areas.  Liz has worked in libraries for over 20 years in Michigan, Florida and Indiana. She has been part of the Response Framework project for 6 years and is the current leader.  Liz has presented on a regional, state, and national level on kind, empathetic and compassionate communication in difficult situations.   

Shelley Roossien has been the Accessibility & Inclusion Specialist for KDL for the past 17 years. She heads up the Talking Book & Braille Center program, as well as other library services and programs for people with disabilities. She is also the co-leader for the Equity, Diversity, and Inclusion workgroup.  

Leigh Verburg is a Branch Librarian at Kent District Library and is engaged with the Equity, Diversity and Inclusion workgroup within the library system. She is passionate about social justice and acknowledging race, power and privilege to help deconstruct systemic racism. 
 

Location: Online via Zoom

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Understanding Our Limits: How to Set Boundaries with Library Patrons
9/7/2022

Boundaries and limit settings for patrons at public libraries can prevent library workers from feeling drained at the end of a work day. When healthy boundaries are set, it helps us manage our own frustration or anger instead of feeling as if there is a loss of control. This session will teach participants not only how to identify when patrons blur the lines of professional and personal boundaries in the library, but how to work through the common boundaries issues that are faced when dealing with the public.

Learning Objectives: 

• Session will provide applicable concepts on how to identify and understand most common situations when patrons blur professional and personal boundaries.
• Session will provide practical tools to library staff on how to set limits and deal with patrons who cross the boundary lines when visiting libraries.
• Participants will learn de-escalation techniques when dealing with difficult patrons.
• Participants will learn the importance of self -care by learning new techniques on how to take care of themselves during and after these uncomfortable encounters.

Presenter: 
Nicole Bryan, MLS Neighborhood Library Supervisor, Brooklyn Public Library
Nicole has spent some of her career within the social services arena, developing programs and meeting constituents' needs. Currently, she assesses the delivery of library services, by employing trauma-informed methods, to transitional populations in public library branches and homeless shelters in Brooklyn, N.Y. She received her MLS degree from Long Island University.
Location: Online via Zoom

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Understanding Our Limits: How to Set Boundaries with Library Patrons
9/7/2022

Recorded 9/7/2022

Boundaries and limit settings for patrons at public libraries can prevent library workers from feeling drained at the end of a work day. When healthy boundaries are set, it helps us manage our own frustration or anger instead of feeling as if there is a loss of control. This session will teach participants not only how to identify when patrons blur the lines of professional and personal boundaries in the library, but how to work through the common boundaries issues that are faced when dealing with the public.

Learning Objectives: 

• Session will provide applicable concepts on how to identify and understand most common situations when patrons blur professional and personal boundaries.
• Session will provide practical tools to library staff on how to set limits and deal with patrons who cross the boundary lines when visiting libraries.
• Participants will learn de-escalation techniques when dealing with difficult patrons.
• Participants will learn the importance of self -care by learning new techniques on how to take care of themselves during and after these uncomfortable encounters.

Presenter: 
Nicole Bryan, MLS Neighborhood Library Supervisor, Brooklyn Public Library
Nicole has spent some of her career within the social services arena, developing programs and meeting constituents' needs. Currently, she assesses the delivery of library services, by employing trauma-informed methods, to transitional populations in public library branches and homeless shelters in Brooklyn, N.Y. She received her MLS degree from Long Island University.
Location: Online via Zoom

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Circulation Networking Meeting
11/3/2022

Join us for our first Circulation Staff Networking Meeting.  Here is an opportunity to connect with circulation staff from other libraries around the region; to share ideas, experiences, etc..  We hope you will join us. Please send agenda items/questions to Jeff Laser.
 
Location: Online via Zoom

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Circulation Networking Meeting In-person
6/15/2023

Is your library interested in adding non-traditional circulating items to your collection, but not sure how to go about it? Stephanie Joliff, Culture & AV Division Manager at Akron-Summit County Public Library, will discuss ASCPL's successful Library of Things collection with a focus on the circulation department's duties. Participants will also be able to tour the collection, which includes memory kits, an art library, cake pans, and more.
 
In the afternoon, attendees will have an opportunity to share their successes and challenges via a roundtable discussion.
 
Location: Akron-Summit County Public Library
60 South High Street
Akron, Oh 44326


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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Circulation Networking Meeting Online via Zoom
6/15/2023

Is your library interested in adding non-traditional circulating items to your collection, but not sure how to go about it? Stephanie Joliff, Culture & AV Division Manager at Akron-Summit County Public Library, will discuss ASCPL's successful Library of Things collection with a focus on the circulation department's duties. Participants will also be able to tour the collection, which includes memory kits, an art library, cake pans, and more.
 
In the afternoon, attendees will have an opportunity to share their successes and challenges via a roundtable discussion.
 
Location: Online via Zoom

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Library Bootcamp: Library Operations
9/21/2023

Recorded 9/21/23

In this webinar we will explore the functions of the departments typically found in public libraries and how they work together. We will discuss how to pursue the various careers available in the public library field, including the education requirements and how to match your soft skills with a suitable position.
Learning Objectives:

• Understand how departments such as technical services, circulation, and adult services operate in a public library
• Explore public library career paths
• Discover what role(s) would best suit you

Presenter:

Jeff Laser is a Continuing Education Coordinator for the Northeast Ohio Regional Library System (NEO-RLS). Prior to joining NEO-RLS, he worked in public libraries for a decade, in both a single-building library and a large metropolitan system. His experience includes roles in circulation, adult services, and youth services.
 
Location: Online via Zoom

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Library Bootcamp: Library Operations
9/21/2023

In this webinar we will explore the functions of the departments typically found in public libraries and how they work together. We will discuss how to pursue the various careers available in the public library field, including the education requirements and how to match your soft skills with a suitable position.
Learning Objectives:

• Understand how departments such as technical services, circulation, and adult services operate in a public library
• Explore public library career paths
• Discover what role(s) would best suit you

Presenter:

Jeff Laser is a Continuing Education Coordinator for the Northeast Ohio Regional Library System (NEO-RLS). Prior to joining NEO-RLS, he worked in public libraries for a decade, in both a single-building library and a large metropolitan system. His experience includes roles in circulation, adult services, and youth services.
 
Location: Online via Zoom

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Day for Public Service-Avon Lake Public Library
10/18/2023 - 10/18/2023

In-person Day for Public Service
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:

• 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: Avon Lake Public Library
32649 Electric Blvd.
Avon Lake, OH 44012


Online Registration has closed for this event

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Circulation Networking Meeting
11/2/2023

Take this opportunity to share your successes and challenges via a roundtable discussion. You will receive a link in your confirmation email  a reminder 2 hours before the meeting. We hope you will join us Please send topics you would like discussed to Jeff Laser.
 
Location: Online via Zoom

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Ditching Dewey
11/14/2023

Many public libraries, and some school libraries, are transitioning away from using the Dewey Decimal System for a variety of reasons: it is outdated and leaves no room for change; to make libraries more accessible to a wider variety of people; and to group related subjects together to name a few. Get a basic overview of the BISAC system, hear about the experience of the Madison Public Library making the switch, and learn some tips and tricks for implementing your own alternative system at your library.
 
Learning Objectives:
 

• Steps involved in making a switch in systems
• Pros and Cons of eliminating Dewey
• Tips for success

 
Presenter:

Dawn Weaver is the Collection Development Librarian at the Madison Public Library in Madison, Ohio, where she has worked for 20 years. She began her career working as a reference librarian in the Children's Department presenting programs and storytimes before transitioning to include adult reference and then accepting her current position in 2018. She has a Bachelor of Science Degree in Social Work with a cognate in Criminal Justice from Bowling Green State University and enjoys being able to use her skills to better the lives of patrons.
 
Location: Online via Zoom

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Ditching Dewey
11/14/2023

Recorded 11/14/23

Many public libraries, and some school libraries, are transitioning away from using the Dewey Decimal System for a variety of reasons: it is outdated and leaves no room for change; to make libraries more accessible to a wider variety of people; and to group related subjects together to name a few. Get a basic overview of the BISAC system, hear about the experience of the Madison Public Library making the switch, and learn some tips and tricks for implementing your own alternative system at your library.
 
Learning Objectives:
 

• Steps involved in making a switch in systems
• Pros and Cons of eliminating Dewey
• Tips for success

 
Presenter:

Dawn Weaver is the Collection Development Librarian at the Madison Public Library in Madison, Ohio, where she has worked for 20 years. She began her career working as a reference librarian in the Children's Department presenting programs and storytimes before transitioning to include adult reference and then accepting her current position in 2018. She has a Bachelor of Science Degree in Social Work with a cognate in Criminal Justice from Bowling Green State University and enjoys being able to use her skills to better the lives of patrons.
 
Location: Online via Zoom

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Calm Challenging Patrons: How to Navigate Difficult Interactions
1/24/2024

No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patrons, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that Mj developed to manage demanding corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons' behaviors and emotions. You'll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons' needs, and improve relationships. With the Calm Challenging Patrons' step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

Learning Objectives:

•     Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively.
•     Use the A.L.E. technique to understand the other person's perspective.
•     Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons.

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. 
Location: Online via Zoom

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Calm Challenging Patrons: How to Navigate Difficult Interactions
1/24/2024

Recorded on 1/24/24

No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patrons, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that Mj developed to manage demanding corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons' behaviors and emotions. You'll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons' needs, and improve relationships. With the Calm Challenging Patrons' step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

Learning Objectives:

•     Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively.
•     Use the A.L.E. technique to understand the other person's perspective.
•     Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons.

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. 
Location: Online via Zoom

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Circulation Networking Meeting
3/5/2024

Take this opportunity to share your successes and challenges via a roundtable discussion. You will receive a link in your confirmation email  a reminder 2 hours before the meeting. We hope you will join us Please send topics you would like discussed to Jeff Laser.
 
Location: Online via Zoom

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Youth Services (Children & Teen) Virtual Networking Meeting
4/11/2024

Here is an opportunity to share your successes and challenges with your peers.  You will receive a link in your confirmation email and a reminder 2 hours before the meeting. We hope you will join us. Please send agenda items/questions to Melissa Lattanzi.
 
Location: Online
Via Zoom

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Library Bootcamp: The Story Of A Book: A Life Cycle
4/30/2024

Recorded 4/30/24

Have you ever wanted the big picture, the whole story of where library materials come from, how they live, and where they go? Staff from Avon Lake Public Library will take you from budgeting through selection, acquisition, cataloging, processing, circulation and weeding in an informative and informal fashion.  Those that do the work themselves will show and tell, and await your questions! This webinar will be of general interest to library staff who may be new or want an overview of the flow of materials in a small to medium-sized library. It could be your library!

Presenters:
Avon Lake Public Library Staff
Location: Online via Zoom

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The Story Of A Book: A Life Cycle
4/30/2024

Have you ever wanted the big picture, the whole story of where library materials come from, how they live, and where they go? Staff from Avon Lake Public Library will take you from budgeting through selection, acquisition, cataloging, processing, circulation and weeding in an informative and informal fashion.  Those that do the work themselves will show and tell, and await your questions! This webinar will be of general interest to library staff who may be new or want an overview of the flow of materials in a small to medium-sized library. It could be your library!

Presenters:
Avon Lake Public Library Staff
Location: Online via Zoom

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After Care: How Employees Can Care for Themselves and Their Co-Workers After Difficult Patron Interactions
6/5/2024

Difficult interactions often leave us rattled and we either want to bury the memory deep inside or chronically complain about them. Neither is helpful nor effective. We can care for ourselves and others individually and as a group. Discover some best practices (as well as some things to avoid doing) after difficult interactions.

Learning Objectives:

• 3 aftercare techniques you can do for yourself
• 2 practices that can be done as a group
• 1 thing you can do for another team member

Laura Greco is a certified wellness coach, author, and speaker/trainer with a 20+ year background in nursing who helps professionals eliminate burnout, manage stress, create life balance, and rekindle their sense of purpose and joy. She believes that self-care (body, mind, and spirit) is the basis for well-being and that we all have the capacity to make positive lifestyle changes. Her books include Wellness Made Simple, and Wellness Made Simple-for Residents. For more information please visit her website
www.YouBloomWellness.com .

Laura has a BSN (University of Michigan), Master in Adult Education (Penn State), trainings from HeartMath and the Mass General Benson Henry Mind Body Institute, and certifications in wellness coaching from both Wellcoaches and Center for Credentialing and Education.
Location: Online via Zoom

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After Care: How Employees Can Care for Themselves and Their Co-Workers After Difficult Patron Interactions
6/5/2024

Recorded 6/5/24

Difficult interactions often leave us rattled and we either want to bury the memory deep inside or chronically complain about them. Neither is helpful nor effective. We can care for ourselves and others individually and as a group. Discover some best practices (as well as some things to avoid doing) after difficult interactions.

Learning Objectives:

• 3 aftercare techniques you can do for yourself
• 2 practices that can be done as a group
• 1 thing you can do for another team member

Laura Greco is a certified wellness coach, author, and speaker/trainer with a 20+ year background in nursing who helps professionals eliminate burnout, manage stress, create life balance, and rekindle their sense of purpose and joy. She believes that self-care (body, mind, and spirit) is the basis for well-being and that we all have the capacity to make positive lifestyle changes. Her books include Wellness Made Simple, and Wellness Made Simple-for Residents. For more information please visit her website
www.YouBloomWellness.com .

Laura has a BSN (University of Michigan), Master in Adult Education (Penn State), trainings from HeartMath and the Mass General Benson Henry Mind Body Institute, and certifications in wellness coaching from both Wellcoaches and Center for Credentialing and Education.
Location: Online via Zoom

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Putting Our Words into Action: A Toolkit for Customer Service
7/31/2024

Everyone says “we offer good customer service to our patrons,” but there is often a gap between saying and doing. The Sequoyah Regional Library System (SRLS) has developed a customer service plan based on action statements meant to empower staff in service consistency, putting our words into action. Join SRLS staff as they discuss the creation of the Patron Experience Toolkit, a resource designed to support staff in developing their skills to serve a diverse community.

Presenter:

Rebecca Camp  has been working in Public Libraries for 12 years, and is currently serving as the Patron Experience Manager for the Sequoyah Regional Library System.
Location: Online via Zoom

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Putting Our Words into Action: A Toolkit for Customer Service
7/31/2024

Recorded 731/24

Everyone says “we offer good customer service to our patrons,” but there is often a gap between saying and doing. The Sequoyah Regional Library System (SRLS) has developed a customer service plan based on action statements meant to empower staff in service consistency, putting our words into action. Join SRLS staff as they discuss the creation of the Patron Experience Toolkit, a resource designed to support staff in developing their skills to serve a diverse community.

Presenter:

Rebecca Camp  has been working in Public Libraries for 12 years, and is currently serving as the Patron Experience Manager for the Sequoyah Regional Library System.
Location: Online via Zoom

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What can Roku do for your library?
8/27/2024

We've been circulating Roku devices to our patrons since 2015. It's a way for them to experience streaming video without the investment and confusion and offer access to programs we can't offer or purchase in other ways. Discover how we made this streaming world accessible and what lessons we learned along the way. Be ready to experiment and enhance your existing physical and downloadable offerings.
 
Learning Objectives: 

• Understand how Rokus (and similar appliances) and streaming services work for consumers
• Understand how you can provide access to these for your community
• How to make sense with and keep up with the world of streaming to continuously improve offerings.

Presenter:

Gerry Vogel, Avon Lake Public Library 
Gerry has been assistant director of Avon Lake Public Library since 2006. Gerry and his family stopped using cable shortly after getting their first Roku in 2015.
 
Location: Online via Zoom

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What can Roku do for your library?
8/27/2024

Recorded 8/27/24

We've been circulating Roku devices to our patrons since 2015. It's a way for them to experience streaming video without the investment and confusion and offer access to programs we can't offer or purchase in other ways. Discover how we made this streaming world accessible and what lessons we learned along the way. Be ready to experiment and enhance your existing physical and downloadable offerings.
 
Learning Objectives: 

• Understand how Rokus (and similar appliances) and streaming services work for consumers
• Understand how you can provide access to these for your community
• How to make sense with and keep up with the world of streaming to continuously improve offerings.

Presenter:

Gerry Vogel, Avon Lake Public Library 
Gerry has been assistant director of Avon Lake Public Library since 2006. Gerry and his family stopped using cable shortly after getting their first Roku in 2015.
 
Location: Online via Zoom

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Circulation Networking Meeting
9/5/2024

Take this opportunity to share your successes and challenges via a roundtable discussion. You will receive a link in your confirmation email  a reminder 2 hours before the meeting. We hope you will join us Please send topics you would like discussed to Jeff Laser.
 
Location: Online via Zoom

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A Day for Public Service: Psychological Safety and Building Connections in the Workplace
10/8/2024

Join us for our ever-popular Day for Public Service! This year we are focusing on psychological safety and building connections in the workplace.

Morning Session:  Psychological Safety
Evidence shows that when teams have psychological safety, they're more willing to acknowledge their own mistakes and figure out how to prevent them from moving forward. They're also more comfortable raising problems and exploring innovative solutions." During this session, we will focus on the "why," "what," and "impact" and create a call to action. 
 
Learning Objectives:

• How the foundation of a learning culture is psychological safety
• Being able to take risks without fear of reprisal

Presenters:

Krista L. Allison, J.D. 
Krista L. Allison currently serves as a Program Support Strategist for Stark Education Partnership, Inc., and an Educational Consultant/Coach for the Stark County Educational Service Center and the Ohio Department of Education State Support Team Region 9 in the areas of cradle to career, Ohio’s Whole Child Framework, family and community engagement, and diversity, equity, inclusion, and belonging. 

For over 20 years, Krista has served in leadership roles at the state, county, and school district levels. Mrs. Allison has advised public officials on education regulations, provided training and coaching to education leaders, and created and implemented strategic policies, programs, and systems to address the equitable academic and non-academic needs of all students in Ohio schools.   Mrs. Allison holds a Bachelor of Arts from Baldwin-Wallace University and a Juris Doctorate from Case Western Reserve University. She is an Institute for Educational Leadership Policy Fellow, Ohio Early Childhood Leadership Fellow, and a member of Leadership Stark County’s 35th Class Signature Program.
 

 

• Express your ideas in a clear and concise format
• Listen with intent rather than with an agenda
• Manage communication breakdowns
• Communicate effectively with difficult people

 
Learning Objectives:

• Acquire techniques through listening and verbal communication for building connections with co-workers and patrons in the Library
• Implement strategies for managing communication breakdowns     

Presenter:

Marilee Fini, M.A. CCC/SLP is a certified and licensed Speech Pathologist in Cleveland, OH running her own private practice, MLF Speech Therapy where she sees children and adults. She is also a professional speaker and has been presenting for over 24 years. In addition, she is an adjunct professor at Lakeland Community College where she teaches Public Speaking. Currently, she speaks for corporations, in healthcare and for other organizations on effective communication, Public Speaking and motivational topics.  As a kid who stuttered, she couldn’t imagine being a speaker or a Speech Pathologist! In her presentations, she shares a message of discovering an “overcomer mindset” and being able to do things you never thought were possible! 
Location: Bainbridge Branch
17222 Snyder Rd.
Chagrin Falls, OH 44023


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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A Day for Public Service: Psychological Safety and Building Connections in the Workplace
10/30/2024

Join us for our ever-popular Day for Public Service! This year we are focusing on psychological safety and building connections in the workplace.

Morning Session:  Psychological Safety
Evidence shows that when teams have psychological safety, they're more willing to acknowledge their own mistakes and figure out how to prevent them from moving forward. They're also more comfortable raising problems and exploring innovative solutions." During this session, we will focus on the "why," "what," and "impact" and create a call to action. 
 
Learning Objectives:

• How the foundation of a learning culture is psychological safety
• Being able to take risks without fear of reprisal

Presenters:

Krista L. Allison, J.D. 
Krista L. Allison currently serves as a Program Support Strategist for Stark Education Partnership, Inc., and an Educational Consultant/Coach for the Stark County Educational Service Center and the Ohio Department of Education State Support Team Region 9 in the areas of cradle to career, Ohio’s Whole Child Framework, family and community engagement, and diversity, equity, inclusion, and belonging. 

For over 20 years, Krista has served in leadership roles at the state, county, and school district levels. Mrs. Allison has advised public officials on education regulations, provided training and coaching to education leaders, and created and implemented strategic policies, programs, and systems to address the equitable academic and non-academic needs of all students in Ohio schools.   Mrs. Allison holds a Bachelor of Arts from Baldwin-Wallace University and a Juris Doctorate from Case Western Reserve University. She is an Institute for Educational Leadership Policy Fellow, Ohio Early Childhood Leadership Fellow, and a member of Leadership Stark County’s 35th Class Signature Program.
 

 

• Express your ideas in a clear and concise format
• Listen with intent rather than with an agenda
• Manage communication breakdowns
• Communicate effectively with difficult people

 
Learning Objectives:

• Acquire techniques through listening and verbal communication for building connections with co-workers and patrons in the Library
• Implement strategies for managing communication breakdowns     

Presenter:

Marilee Fini, M.A. CCC/SLP is a certified and licensed Speech Pathologist in Cleveland, OH running her own private practice, MLF Speech Therapy where she sees children and adults. She is also a professional speaker and has been presenting for over 24 years. In addition, she is an adjunct professor at Lakeland Community College where she teaches Public Speaking. Currently, she speaks for corporations, in healthcare and for other organizations on effective communication, Public Speaking and motivational topics.  As a kid who stuttered, she couldn’t imagine being a speaker or a Speech Pathologist! In her presentations, she shares a message of discovering an “overcomer mindset” and being able to do things you never thought were possible! 
Location: Avon Lake Public Library
32649 Electric Blvd
Avon Lake, OH 44012


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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A Day for Public Service: Psychological Safety and Building Connections in the Workplace
11/20/2024

Join us for our ever-popular Day for Public Service! This year we are focusing on psychological safety and building connections in the workplace.

Morning Session:  Psychological Safety
Evidence shows that when teams have psychological safety, they're more willing to acknowledge their own mistakes and figure out how to prevent them from moving forward. They're also more comfortable raising problems and exploring innovative solutions." During this session, we will focus on the "why," "what," and "impact" and create a call to action. 
 
Learning Objectives:

• How the foundation of a learning culture is psychological safety
• Being able to take risks without fear of reprisal

Presenters:

Krista L. Allison, J.D. 
Krista L. Allison currently serves as a Program Support Strategist for Stark Education Partnership, Inc., and an Educational Consultant/Coach for the Stark County Educational Service Center and the Ohio Department of Education State Support Team Region 9 in the areas of cradle to career, Ohio’s Whole Child Framework, family and community engagement, and diversity, equity, inclusion, and belonging. 

For over 20 years, Krista has served in leadership roles at the state, county, and school district levels. Mrs. Allison has advised public officials on education regulations, provided training and coaching to education leaders, and created and implemented strategic policies, programs, and systems to address the equitable academic and non-academic needs of all students in Ohio schools.   Mrs. Allison holds a Bachelor of Arts from Baldwin-Wallace University and a Juris Doctorate from Case Western Reserve University. She is an Institute for Educational Leadership Policy Fellow, Ohio Early Childhood Leadership Fellow, and a member of Leadership Stark County’s 35th Class Signature Program.
 

 

• Express your ideas in a clear and concise format
• Listen with intent rather than with an agenda
• Manage communication breakdowns
• Communicate effectively with difficult people

 
Learning Objectives:

• Acquire techniques through listening and verbal communication for building connections with co-workers and patrons in the Library
• Implement strategies for managing communication breakdowns     

Presenter:

Marilee Fini, M.A. CCC/SLP is a certified and licensed Speech Pathologist in Cleveland, OH running her own private practice, MLF Speech Therapy where she sees children and adults. She is also a professional speaker and has been presenting for over 24 years. In addition, she is an adjunct professor at Lakeland Community College where she teaches Public Speaking. Currently, she speaks for corporations, in healthcare and for other organizations on effective communication, Public Speaking and motivational topics.  As a kid who stuttered, she couldn’t imagine being a speaker or a Speech Pathologist! In her presentations, she shares a message of discovering an “overcomer mindset” and being able to do things you never thought were possible! 
Location: Stark Library
Main Library
Canton, OH 44702


This class was a popular class and it is full. Please email Melissa Lattanzi, lattanzm@neo-rls.org to be put on a waiting list and an additional class may be added for the future.

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Foundations of Conflict Management
2/5/2025

Where do disagreements come from and how does it escalate? How can you stay prepared to address and de-escalate conflict? This opening session will dive into ways you can grow self-awareness and manage your own emotions as a first step to proactive conflict management and relationship building. You'll learn how communication and conflict styles, power dynamics, and cultural humility can impact difficult interactions. Leave this session with conflict resolution methods that will give you tips and tools to communicate with others directly, kindly, and confidently. 

Learning Objectives:

• Identify common sources of conflict and recognize how power dynamics and personal communication styles can influence disagreements.
• Learn techniques to manage your emotions and remain calm during conflict, improving your ability to respond thoughtfully rather than simply react.
• Discover practical conflict resolution methods and tools to communicate directly, kindly, and confidently, helping to de-escalate tension and build stronger relationships.

Presenter:

Crystal Trice, CSM, CSM@Scale, Library Consultant, Scissors & Glue, LLC
Crystal Trice, founder of Scissors & Glue, LLC, has over 20 years of experience in education and local government, with a focus on improving collaboration and handling challenging situations with patrons and coworkers. She is passionate about creating environments where people work together more effectively.

With certifications as a Scrum Master and in Scrum at Scale for Government, Crystal holds a Master’s in Library & Information Science and a Bachelor’s in Elementary Education and Psychology. Her dedication to community enrichment fuels her work in supporting organizations to achieve their goals.

Crystal lives near Portland, Oregon, and enjoys organizing her thoughts (and tasks) with Sharpies, Flair pens, and sticky notes. She shares her home with her husband and a quirky mix of animals.

 
Location: Online via Zoom

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Foundations of Conflict Management
2/5/2025

Recorded 2/5/25

Where do disagreements come from and how does it escalate? How can you stay prepared to address and de-escalate conflict? This opening session will dive into ways you can grow self-awareness and manage your own emotions as a first step to proactive conflict management and relationship building. You'll learn how communication and conflict styles, power dynamics, and cultural humility can impact difficult interactions. Leave this session with conflict resolution methods that will give you tips and tools to communicate with others directly, kindly, and confidently. 

Learning Objectives:

• Identify common sources of conflict and recognize how power dynamics and personal communication styles can influence disagreements.
• Learn techniques to manage your emotions and remain calm during conflict, improving your ability to respond thoughtfully rather than simply react.
• Discover practical conflict resolution methods and tools to communicate directly, kindly, and confidently, helping to de-escalate tension and build stronger relationships.

Presenter:

Crystal Trice, CSM, CSM@Scale, Library Consultant, Scissors & Glue, LLC
Crystal Trice, founder of Scissors & Glue, LLC, has over 20 years of experience in education and local government, with a focus on improving collaboration and handling challenging situations with patrons and coworkers. She is passionate about creating environments where people work together more effectively.

With certifications as a Scrum Master and in Scrum at Scale for Government, Crystal holds a Master’s in Library & Information Science and a Bachelor’s in Elementary Education and Psychology. Her dedication to community enrichment fuels her work in supporting organizations to achieve their goals.

Crystal lives near Portland, Oregon, and enjoys organizing her thoughts (and tasks) with Sharpies, Flair pens, and sticky notes. She shares her home with her husband and a quirky mix of animals.

 
Location: Online via Zoom

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Circulation Networking Meeting
3/6/2025

Take this opportunity to share your successes and challenges via a roundtable discussion. You will receive a link in your confirmation email  a reminder 2 hours before the meeting. We hope you will join us Please send topics you would like discussed to Melissa Lattanzi.
 
Location: Online via Zoom

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Circulation Active Learning Community Meeting
10/15/2025

We’re excited to unveil a fresh approach to professional connection and collaboration. Our traditional networking meetings are now Active Learning Communities—dynamic spaces designed for shared learning, real conversation, and practical support.

Join your peers to exchange ideas, celebrate successes, and discover new solutions to common challenges. You'll also get a guided introduction to our new message boards, which will help keep the conversation going long after the meeting ends.

This meeting will be held through Zoom which is user friendly to all devices. You will receive a link in your confirmation email a reminder 2 hours before the meeting. We hope you will join us. Please send agenda items/questions to Melissa Lattanzi.

 
Location: Online via Zoom

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Circulation Active Learning Community Meeting
3/12/2026

Join your peers to exchange ideas, celebrate successes, and discover new solutions to common challenges. 

This meeting will be held through Zoom which is user friendly to all devices. You will receive a link in your confirmation email a reminder 2 hours before the meeting. We hope you will join us. Please send agenda items/questions to Melissa Lattanzi.

 
Location: Online via Zoom

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