Northeast Ohio Regional Library System
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Patience! Patience!
1/25/2021 - 1/29/2021
Considering it takes just 2.45 seconds to load a typical web page and just a few more than that to send a text, it’s not surprising that anything in the range of 10 seconds has us huffing and puffing about why it’s taking so long. Google has even found that a web page on a mobile device takes a “jarring” 7 seconds to load – gasp!
Add to that the many other things that might be testing your patience (running late, boredom, doing too many things, health issues, relationship irritants, and any number of life’s other stressors – such as a pandemic!), and it shouldn’t really surprise you that it’s a rare person who moves through each day in a warm, fuzzy blanket of patience.
Constant impatience, though, can cause other issues for you. Allowing your impatience to reign supreme, you can damage relationships, make poor decisions, say things you regret, DO things you regret, contribute to your own health problems, and the list goes on. I think you’ll agree that those are all pretty good reasons to develop our patience!
Learning Objectives:
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.
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.
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.
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.
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.
Mastering Uncomfortable Conversations with Library Visitors
1/1/2016
Your job is to enforce a rule, protect property, and create a safe place for people who come to work and play. If you knew what to say and do, and how to say and do it, you would be more likely to take effective action. Learn how the experts deal with the every day chaos of a library and what works, most of the time, with most people, in most situations.
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.
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
1/1/2016
Your job is to enforce a rule, protect property, and create a safe place for people who come to work and play. If you knew what to say and do, and how to say and do it, you would be more likely to take effective action. Learn how the experts deal with the every day chaos of a library and what works, most of the time, with most people, in most situations.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.When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
The Impact of Words: Words to Use vs. Words to Lose
1/1/2016
The words we use impact the quality of service delivered by library staff. Some words (words to use) satisfy customer needs and wants, connecting us to customers in meaningful ways. Others (words to lose) are negative, destructive, and disconnect us from customers. This webinar reveals the importance words have on our interactions with both internal and external library customers.
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.
1/1/2016
The words we use impact the quality of service delivered by library staff. Some words (words to use) satisfy customer needs and wants, connecting us to customers in meaningful ways. Others (words to lose) are negative, destructive, and disconnect us from customers. This webinar reveals the importance words have on our interactions with both internal and external library customers.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.
Everyday Disability: Welcoming Patrons with Disabilities
2/28/2018
People with disabilities, be it physical, mental, or medical, are among the most disadvantaged in our society. According to the US Department of Labor, only 16% of people with disabilities will complete a Bachelor’s and less than 50% will find gainful employment.
This session will offer actionable strategies for welcoming patrons and staff with disabilities into your libraries. A brief presentation will be followed by case studies with a focus on group brainstorming and a time for questions and discussion.
Presenter: Vera Hayes, Young Adult Librarian who you may recognize as the "Librarian from Kansas" who recently illustrated the cost of multiple chronic health conditions measured in iPhones. The article was turned into a facebook video, which has been viewed over 170K times. Vera presented on disability at both ALA and the YALSA Symposium.
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
2/28/2018
People with disabilities, be it physical, mental, or medical, are among the most disadvantaged in our society. According to the US Department of Labor, only 16% of people with disabilities will complete a Bachelor’s and less than 50% will find gainful employment.This session will offer actionable strategies for welcoming patrons and staff with disabilities into your libraries. A brief presentation will be followed by case studies with a focus on group brainstorming and a time for questions and discussion.
Presenter: Vera Hayes, Young Adult Librarian who you may recognize as the "Librarian from Kansas" who recently illustrated the cost of multiple chronic health conditions measured in iPhones. The article was turned into a facebook video, which has been viewed over 170K times. Vera presented on disability at both ALA and the YALSA Symposium.
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
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:
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
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:
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Explore all five senses and discover how to best use each in delivering a welcoming library experience for our patrons
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Identify your strengths in addressing the needs of all types of patrons
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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
Designing the Future: Using Human-Centered Design to Implement Service Improvements
7/10/2018
The challenges facing librarians are real, complex and varied. As such, they require new perspectives, new tools and new approaches. With support from the Bill and Melinda Gates Foundation and in partnership with Chicago Public Library and Aarhus Public Library, IDEO created a toolkit for using design thinking to better understand library patrons. Discover how you can use design thinking to uncover solutions to everyday challenges.
Presenter: Michelle Frisque, Chief of Technology, Content and Innovation, Chicago Public Library (CPL)
In this role, she ensures that information technology, collections and data metrics support the library’s programs, services, operations and strategies, and provides support and evaluation for the innovation process. Before joining CPL, Michelle was the Head of Information Systems at the Galter Health Sciences Library, Northwestern University. She is a former president of the Library & Information Technology Association (LITA), a division of the American Library Association. She has a Masters of Learning and Organization Change from Northwestern University’s School of Education and Social Policy, and a Masters of Library and Information Sciences from the University of Pittsburgh.
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
There are currently 29 spots remaining out of 50
7/10/2018
The challenges facing librarians are real, complex and varied. As such, they require new perspectives, new tools and new approaches. With support from the Bill and Melinda Gates Foundation and in partnership with Chicago Public Library and Aarhus Public Library, IDEO created a toolkit for using design thinking to better understand library patrons. Discover how you can use design thinking to uncover solutions to everyday challenges.Presenter: Michelle Frisque, Chief of Technology, Content and Innovation, Chicago Public Library (CPL)
In this role, she ensures that information technology, collections and data metrics support the library’s programs, services, operations and strategies, and provides support and evaluation for the innovation process. Before joining CPL, Michelle was the Head of Information Systems at the Galter Health Sciences Library, Northwestern University. She is a former president of the Library & Information Technology Association (LITA), a division of the American Library Association. She has a Masters of Learning and Organization Change from Northwestern University’s School of Education and Social Policy, and a Masters of Library and Information Sciences from the University of Pittsburgh.
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
There are currently 29 spots remaining out of 50
Programming for Intellectual and Developmental Disabilities
8/2/2018
Rhonda Johnston, Adult Outreach Coordinator, Reed Memorial Library focuses on connecting historically underserved populations with library resources. She has transformed the storytime for adults with developmental disabilities into a fun and engaging learning session that has opened the door for this patron group to become fully integrated with what the library has to offer. They have seen incredible growth in the patrons.
Learning Objectives:
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
8/2/2018
Rhonda Johnston, Adult Outreach Coordinator, Reed Memorial Library focuses on connecting historically underserved populations with library resources. She has transformed the storytime for adults with developmental disabilities into a fun and engaging learning session that has opened the door for this patron group to become fully integrated with what the library has to offer. They have seen incredible growth in the patrons. Learning Objectives:
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Understanding our patrons
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Ways to be inclusive
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Inclusive programming
When you receive your confirmation of registration for this archive the link to the archive will be included in the confirmation email.
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:
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.
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:
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How to effectively welcome the ELL community into the Library using best practices in outreach
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How to engage ELL patrons with staff encounters, signage, relevant programming, collections and volunteerism
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Learn about grant funding and potential community partnerships
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.
Increase Library Usage Through Strategic Merchandising
4/18/2019
There's a lot of science and psychology in the retail merchandising world that can benefit your library. In fact, it can not only invigorate and improve your everyday displays and signage, it can also increase your usage statistics. Trying it doesn't have to be difficult or expensive. In this webinar, Kathy Dempsey will explain what merchandising is and will reveal strategies to help you do it quickly and effectively. Through pro tips and lots of photographic examples, you will:
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.
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
4/18/2019
There's a lot of science and psychology in the retail merchandising world that can benefit your library. In fact, it can not only invigorate and improve your everyday displays and signage, it can also increase your usage statistics. Trying it doesn't have to be difficult or expensive. In this webinar, Kathy Dempsey will explain what merchandising is and will reveal strategies to help you do it quickly and effectively. Through pro tips and lots of photographic examples, you will:
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Learn the difference between creating displays and doing merchandising.
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Understand how the magic of merchandising can increase library usage and circulation.
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Realize what turns people off and keeps them from entering your building.
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View photos of great (and not-so-great) merchandising from libraries around the world.
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Realize how merchandising, signage, and displays affect the user experience (UX).
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.
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
Reducing Friction - Library User Experience on a Budget, Online and In Your Building
9/26/2019
User experience is the study of how users interact with products, spaces, and websites, and it's increasingly being applied to libraries. In this webinar, we'll look at user experience principles and how to evaluate existing buildings and sites, including journey maps and direct observation. We'll briefly discuss developing patron personas and how they help conceptualize how users interact with sites and spaces. Then, we'll move on to resources and strategies for improving the library user experience with low or no budget, and conclude with a chat-based brainstorming session on what you already see you can change about your building or website. A list of resources - print materials, websites, and organizations - will be available, along with the presentation slides.
Learning Objectives:
During and after this webinar, participants:
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
9/26/2019
User experience is the study of how users interact with products, spaces, and websites, and it's increasingly being applied to libraries. In this webinar, we'll look at user experience principles and how to evaluate existing buildings and sites, including journey maps and direct observation. We'll briefly discuss developing patron personas and how they help conceptualize how users interact with sites and spaces. Then, we'll move on to resources and strategies for improving the library user experience with low or no budget, and conclude with a chat-based brainstorming session on what you already see you can change about your building or website. A list of resources - print materials, websites, and organizations - will be available, along with the presentation slides.Learning Objectives:
During and after this webinar, participants:
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Are introduced to user experience terminology, strategies, and tools, for both online and physical spaces.
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Will learn how to construct and implement a basic, low/no budget user experience study and improvements.
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May construct a brief list of "quick wins" they can implement immediately, based on brainstorming in the webinar chat.
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Can follow up with a list of additional user experience resources.
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, and recently completed a contract as Training Manager at Harvard University Library, overseeing staff training for a new ILS 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, crafter, and traveler.
You can find Jennifer online at www.jenniferkoerber.com and www.worksfromthetreehouse.com.
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
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:
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
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:
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The benefit of providing more mentoring opportunities between library clerks and librarians to build a better library
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Explore the meaning of customer service and what it truly means to serve the public
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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
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
Creating a Culture of Yes
4/1/2020
The immortal Kurt Vonnegut said, "The America I love still exists at the front desks of our public libraries." In this webinar, you can discover at least three ways to shift your library from good enough to unexpectedly amazing, and to take your community's image of the public library to new heights. Locate your library's first impressions, displays, customer service, policies and more on the "Yes-O-Meter" and understand how to move from "No" or "Yes, but..." to a powerful culture of "Yes, and!" The insights you gain for shifting your library culture will invigorate the relationships between your staff and with your community.
Learning Objectives:
Sharon Morris is Director of Library Development at the Colorado State Library and offers a myriad of professional development on leadership topics as well as positive organizational development, such as happiness & libraries, using “yes, and” for library services, and conflict resolution. She offers staff days and provides interactive workshops and presentations throughout the U.S. This session offers practical activities and learning that excite Sharon because she has seen first-hand how these techniques have improved people’s feeling of welcome and wonder in libraries.
Kieran Hixon is the Technology and Digital Initiatives Consultant for the Colorado State Library and Past-President of the Association for Rural and Small Libraries. He is passionate about rural libraries and communities and has found happiness living on 40 acres in the foothills of the Wet Mountains with lots of chickens, dogs, a horse, and a brave cat. He is known for his high energy and humor, and isn't sure if it is a good thing or a bad thing.
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
4/1/2020
The immortal Kurt Vonnegut said, "The America I love still exists at the front desks of our public libraries." In this webinar, you can discover at least three ways to shift your library from good enough to unexpectedly amazing, and to take your community's image of the public library to new heights. Locate your library's first impressions, displays, customer service, policies and more on the "Yes-O-Meter" and understand how to move from "No" or "Yes, but..." to a powerful culture of "Yes, and!" The insights you gain for shifting your library culture will invigorate the relationships between your staff and with your community.Learning Objectives:
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Discover at least three ways to go from good enough to unexpectedly amazing.
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Look at the value of “Yes, and…” as it applies to policies and services at your library.
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Share and learn techniques for shifting your library culture to invigorate the relationship between your staff and your community.
Sharon Morris is Director of Library Development at the Colorado State Library and offers a myriad of professional development on leadership topics as well as positive organizational development, such as happiness & libraries, using “yes, and” for library services, and conflict resolution. She offers staff days and provides interactive workshops and presentations throughout the U.S. This session offers practical activities and learning that excite Sharon because she has seen first-hand how these techniques have improved people’s feeling of welcome and wonder in libraries.Kieran Hixon is the Technology and Digital Initiatives Consultant for the Colorado State Library and Past-President of the Association for Rural and Small Libraries. He is passionate about rural libraries and communities and has found happiness living on 40 acres in the foothills of the Wet Mountains with lots of chickens, dogs, a horse, and a brave cat. He is known for his high energy and humor, and isn't sure if it is a good thing or a bad thing.
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
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:
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
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:
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Best Practices in the Customer Service Experience
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How to Communicate in Needs and Benefits Language
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Build Unique Customer Experiences With Each Customer
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
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:
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
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:
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Job Skills (Technical, Communication and Leadership)
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Good Judgement
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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
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
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
Communication Strategies: Working With the Deaf Community
7/16/2020
It is increasingly important to make certain we are able to communicate effectively with everyone in our communities. The Deaf community faces new communication barriers as the presence of face masks at work and in public becomes the new norm. Join Bill Morgan, Artistic Manager, SignStage, for an overview of Deaf culture and the opportunity to learn common ASL (American Sign Language) signs used in a library setting.
Learning Objectives:
William (Bill) Morgan is the Artistic Manager at CHSC (The Cleveland Hearing and Speech Center) where he controls the day to day activities of SignStage, a Deaf awareness program within the Community Center for the Deaf and Hard of Hearing department. In Oct. 2013, Bill received an award from the Mayor of Cleveland for his “Creativity in Promoting Awareness of Deaf Culture”. Bill also has several years experience producing and implementing school residencies that integrate theatre arts programming with American Sign Language and the State of Ohio Standards for the Arts.
Location: Online via Zoom
7/16/2020
It is increasingly important to make certain we are able to communicate effectively with everyone in our communities. The Deaf community faces new communication barriers as the presence of face masks at work and in public becomes the new norm. Join Bill Morgan, Artistic Manager, SignStage, for an overview of Deaf culture and the opportunity to learn common ASL (American Sign Language) signs used in a library setting.Learning Objectives:
- Learn about Deaf Culture
- Learn common ASL signs for Libraries
William (Bill) Morgan is the Artistic Manager at CHSC (The Cleveland Hearing and Speech Center) where he controls the day to day activities of SignStage, a Deaf awareness program within the Community Center for the Deaf and Hard of Hearing department. In Oct. 2013, Bill received an award from the Mayor of Cleveland for his “Creativity in Promoting Awareness of Deaf Culture”. Bill also has several years experience producing and implementing school residencies that integrate theatre arts programming with American Sign Language and the State of Ohio Standards for the Arts.Location: Online via Zoom
Communication Strategies: Working With the Deaf Community
7/16/2020
It is increasingly important to make certain we are able to communicate effectively with everyone in our communities. The Deaf community faces new communication barriers as the presence of face masks at work and in public becomes the new norm. Join Bill Morgan, Artistic Manager, SignStage, for an overview of Deaf culture and the opportunity to learn common ASL (American Sign Language) signs used in a library setting.
Learning Objectives:
William (Bill) Morgan is the Artistic Manager at CHSC (The Cleveland Hearing and Speech Center) where he controls the day to day activities of SignStage, a Deaf awareness program within the Community Center for the Deaf and Hard of Hearing department. In Oct. 2013, Bill received an award from the Mayor of Cleveland for his “Creativity in Promoting Awareness of Deaf Culture”. Bill also has several years experience producing and implementing school residencies that integrate theatre arts programming with American Sign Language and the State of Ohio Standards for the Arts.
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
7/16/2020
It is increasingly important to make certain we are able to communicate effectively with everyone in our communities. The Deaf community faces new communication barriers as the presence of face masks at work and in public becomes the new norm. Join Bill Morgan, Artistic Manager, SignStage, for an overview of Deaf culture and the opportunity to learn common ASL (American Sign Language) signs used in a library setting.Learning Objectives:
-
Learn about Deaf Culture
-
Learn common ASL signs for Libraries
William (Bill) Morgan is the Artistic Manager at CHSC (The Cleveland Hearing and Speech Center) where he controls the day to day activities of SignStage, a Deaf awareness program within the Community Center for the Deaf and Hard of Hearing department. In Oct. 2013, Bill received an award from the Mayor of Cleveland for his “Creativity in Promoting Awareness of Deaf Culture”. Bill also has several years experience producing and implementing school residencies that integrate theatre arts programming with American Sign Language and the State of Ohio Standards for the Arts.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
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:
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
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
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
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:
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
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
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
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:
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
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
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:
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 358 spots remaining out of 450
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
Managing a Professional Customer Service Team
8/27/2020
Managing a team of even the most talented customer service professionals can be difficult. The secret ingredient to professional customer service in any organization is the people who work in it. Every organization has good days and bad days and the way the team is managed during each defines the service are customers will receive.
In this interactive and informative webinar, we will look at the approaches and actions that people managing, supervising and leading teams can use to create and maintain a culture of professionalism.
Learning Objectives:
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
8/27/2020
Managing a team of even the most talented customer service professionals can be difficult. The secret ingredient to professional customer service in any organization is the people who work in it. Every organization has good days and bad days and the way the team is managed during each defines the service are customers will receive.In this interactive and informative webinar, we will look at the approaches and actions that people managing, supervising and leading teams can use to create and maintain a culture of professionalism.
Learning Objectives:
-
Holding team members accountable to being professional
-
Staying cool when understaffed and extra busy
-
Ways to keep things fresh for you and your team
-
Techniques for empowering your team to do more
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
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:
Location: Online via Zoom
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
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
How To Be An Effective Anti-Racist
12/8/2020
When engaging in conversations around race and racism in our society, a common point that is made is “I don’t see color” or “I treat everyone the same.” However, we know that “not seeing color” means ignoring an important part of a person’s identity. This session will introduce the topic of anti-racism and discuss some strategies to effectively engage in anti-racism.
Topics will include:
Location: Online via Zoom
12/8/2020
When engaging in conversations around race and racism in our society, a common point that is made is “I don’t see color” or “I treat everyone the same.” However, we know that “not seeing color” means ignoring an important part of a person’s identity. This session will introduce the topic of anti-racism and discuss some strategies to effectively engage in anti-racism.
Topics will include:
- Racial Identity Development
- History and Impact of Segregation
- Hierarchy, Power, and Passivism
- Anti-Racist Resources
- Anti-Racism In Action
Caitlin Hawkins, Diversity Center of Northeast Ohio
As a community social worker, Caitlin is passionate about creative, authentic engagement in workplaces and communities. Her educational and professional experiences in community development and higher education lead her to the understanding that relationships matter, and that relationships with people who are different from ourselves provide opportunities for immense growth and collaboration, as long as we know how to harness those connections. At The Diversity Center of Northeast Ohio, she works alongside businesses and organizations through every step of the consulting process and engages staff in customized workshops around the topics of Diversity, Equity, and Inclusion. Caitlin works with the express intention of facilitating the growth of inclusive and equitable workplaces.
Location: Online via Zoom
1/25/2021 - 1/29/2021
Considering it takes just 2.45 seconds to load a typical web page and just a few more than that to send a text, it’s not surprising that anything in the range of 10 seconds has us huffing and puffing about why it’s taking so long. Google has even found that a web page on a mobile device takes a “jarring” 7 seconds to load – gasp!Add to that the many other things that might be testing your patience (running late, boredom, doing too many things, health issues, relationship irritants, and any number of life’s other stressors – such as a pandemic!), and it shouldn’t really surprise you that it’s a rare person who moves through each day in a warm, fuzzy blanket of patience.
Constant impatience, though, can cause other issues for you. Allowing your impatience to reign supreme, you can damage relationships, make poor decisions, say things you regret, DO things you regret, contribute to your own health problems, and the list goes on. I think you’ll agree that those are all pretty good reasons to develop our patience!
Learning Objectives:
- You will learn to develop an awareness of your own impatience
- You will learn tips on how to increase your level of patience – and your happiness
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.Preparing for the Next Wave of Pandemic - Fatigued Customers
2/3/2021
New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines.
Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?
This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.
Learning Objectives:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• 7 Things to never say to a customer...ever again
Presenter:
Andrew Sanderbeck has been developing and conducting training programs for organizations for more than 15 years. He has presented web-based, online, and face-to-face sessions on customer service, managing customer behaviors and communication skills in the U.S. and numerous other countries around the world.
With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.
Location: Online via Zoom
2/3/2021
New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines.Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?
This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.
Learning Objectives:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• 7 Things to never say to a customer...ever again
Presenter:
Andrew Sanderbeck has been developing and conducting training programs for organizations for more than 15 years. He has presented web-based, online, and face-to-face sessions on customer service, managing customer behaviors and communication skills in the U.S. and numerous other countries around the world.With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.
Location: Online via Zoom
Preparing for the Next Wave of Pandemic - Fatigued Customers
2/3/2021
New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines.
Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?
This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.
Learning Objectives:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• 7 Things to never say to a customer...ever again
Presenter:
Andrew Sanderbeck has been developing and conducting training programs for organizations for more than 15 years. He has presented web-based, online, and face-to-face sessions on customer service, managing customer behaviors and communication skills in the U.S. and numerous other countries around the world.
With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.
Location: Online via Zoom
2/3/2021
New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines.
Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?
This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.
Learning Objectives:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• 7 Things to never say to a customer...ever again
Presenter:
Andrew Sanderbeck has been developing and conducting training programs for organizations for more than 15 years. He has presented web-based, online, and face-to-face sessions on customer service, managing customer behaviors and communication skills in the U.S. and numerous other countries around the world.With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.
Location: Online via Zoom
Reference is Reference! Providing Quality Service via Chat, in Email, by Phone, and Beyond
2/16/2021
For some, the phrase "virtual reference service" implies something less than "actual" reference service. Nothing could be further from the truth! During the current COVID-19 pandemic, many libraries that have not done much "virtual reference" in the past are finding that more and more patrons are requesting assistance over "virtual" channels. Regardless of medium, the goal is always quality service, authoritative information, and satisfied patrons. This webinar will focus on what quality reference service entails, how to utilize all the resources at your fingertips for your patrons, and how this all translates to interactions via chat, email, phone, and any other technology that may come along in the future!
Learning Objectives:
Don Boozer is Manager: Literature Department, Ohio Center for the Book, and Homebound Services at Cleveland Public Library.
Don is also an adjunct instructor at Kent State University School of Information teaching "Information Sources and Reference Services." Previously, Don was coordinator of Ohio's statewide online reference service, KnowItNow24x7; a subject librarian in Literature at Cleveland Public Library; and a reference librarian at Barberton Public Library
Location: Online
Via Zoom
There are currently 130 spots remaining out of 200
2/16/2021
For some, the phrase "virtual reference service" implies something less than "actual" reference service. Nothing could be further from the truth! During the current COVID-19 pandemic, many libraries that have not done much "virtual reference" in the past are finding that more and more patrons are requesting assistance over "virtual" channels. Regardless of medium, the goal is always quality service, authoritative information, and satisfied patrons. This webinar will focus on what quality reference service entails, how to utilize all the resources at your fingertips for your patrons, and how this all translates to interactions via chat, email, phone, and any other technology that may come along in the future!Learning Objectives:
- Identify the foundational principles of quality reference service
- Learn how to apply these foundational principles in various media
- Discover online resources to easily share with "virtual" patrons
Don Boozer is Manager: Literature Department, Ohio Center for the Book, and Homebound Services at Cleveland Public Library.Don is also an adjunct instructor at Kent State University School of Information teaching "Information Sources and Reference Services." Previously, Don was coordinator of Ohio's statewide online reference service, KnowItNow24x7; a subject librarian in Literature at Cleveland Public Library; and a reference librarian at Barberton Public Library
Location: Online
Via Zoom
There are currently 130 spots remaining out of 200
Reference is Reference! Providing Quality Service via Chat, in Email, by Phone, and Beyond
2/16/2021
For some, the phrase "virtual reference service" implies something less than "actual" reference service. Nothing could be further from the truth! During the current COVID-19 pandemic, many libraries that have not done much "virtual reference" in the past are finding that more and more patrons are requesting assistance over "virtual" channels. Regardless of medium, the goal is always quality service, authoritative information, and satisfied patrons. This webinar will focus on what quality reference service entails, how to utilize all the resources at your fingertips for your patrons, and how this all translates to interactions via chat, email, phone, and any other technology that may come along in the future!
Learning Objectives:
Don Boozer is Manager: Literature Department, Ohio Center for the Book, and Homebound Services at Cleveland Public Library.
Don is also an adjunct instructor at Kent State University School of Information teaching "Information Sources and Reference Services." Previously, Don was coordinator of Ohio's statewide online reference service, KnowItNow24x7; a subject librarian in Literature at Cleveland Public Library; and a reference librarian at Barberton Public Library
Location: Online
Via Zoom
There are currently 163 spots remaining out of 200
2/16/2021
For some, the phrase "virtual reference service" implies something less than "actual" reference service. Nothing could be further from the truth! During the current COVID-19 pandemic, many libraries that have not done much "virtual reference" in the past are finding that more and more patrons are requesting assistance over "virtual" channels. Regardless of medium, the goal is always quality service, authoritative information, and satisfied patrons. This webinar will focus on what quality reference service entails, how to utilize all the resources at your fingertips for your patrons, and how this all translates to interactions via chat, email, phone, and any other technology that may come along in the future!
Learning Objectives:
- Identify the foundational principles of quality reference service
- Learn how to apply these foundational principles in various media
- Discover online resources to easily share with "virtual" patrons
Don Boozer is Manager: Literature Department, Ohio Center for the Book, and Homebound Services at Cleveland Public Library.Don is also an adjunct instructor at Kent State University School of Information teaching "Information Sources and Reference Services." Previously, Don was coordinator of Ohio's statewide online reference service, KnowItNow24x7; a subject librarian in Literature at Cleveland Public Library; and a reference librarian at Barberton Public Library
Location: Online
Via Zoom
There are currently 163 spots remaining out of 200
Tools for Tense Situations with Angry Customers
2/24/2021
In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:
Location: Online via Zoom
2/24/2021
In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:
- What are the service challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
- What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
- How can library leaders, managers, and supervisors monitor the work culture for conflict, communication, and morale issues?
- How do we respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow posted Covid-19 safety protocols?
- How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
- How about a little personal and professional stress management?
- What does the future hold for library employees and what new ways can we provide service to patrons?
Dr. Steve Albrecht manages a training, coaching, and management consulting firm, using a dedicated and experienced team of subcontractor specialists. As a trainer, speaker, author, and consultant, Steve is internationally recognized for his expertise in high-risk HR issues.
He provides HR consulting, site security assessments, coaching, and training workshops in supervisory improvement, workplace violence prevention, harassment prevention, drug and alcohol awareness, team building and team conflict resolution, negotiation, and stress management.
Location: Online via Zoom
Tools for Tense Situations with Angry Customers
2/24/2021
In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:
Location: Online via Zoom
2/24/2021
In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:
- What are the service challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
- What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
- How can library leaders, managers, and supervisors monitor the work culture for conflict, communication, and morale issues?
- How do we respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow posted Covid-19 safety protocols?
- How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
- How about a little personal and professional stress management?
- What does the future hold for library employees and what new ways can we provide service to patrons?
Dr. Steve Albrecht manages a training, coaching, and management consulting firm, using a dedicated and experienced team of subcontractor specialists. As a trainer, speaker, author, and consultant, Steve is internationally recognized for his expertise in high-risk HR issues.
He provides HR consulting, site security assessments, coaching, and training workshops in supervisory improvement, workplace violence prevention, harassment prevention, drug and alcohol awareness, team building and team conflict resolution, negotiation, and stress management.
Location: Online via Zoom
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:
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
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
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
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:
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
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
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
Welcoming Transgender Customers
3/10/2021
As rights for transgender people continue to be challenged and threatened, Denver Public Library strives to be a welcoming place. Join us to learn how to provide excellent internal and external customer service to individuals at your library. This session will help participants reframe ideas around gender, give them best practices for serving trans customers and colleagues, and end with developing strategies to make their libraries gender inclusive.
Learning Objectives:
Location: Online via Zoom
3/10/2021
As rights for transgender people continue to be challenged and threatened, Denver Public Library strives to be a welcoming place. Join us to learn how to provide excellent internal and external customer service to individuals at your library. This session will help participants reframe ideas around gender, give them best practices for serving trans customers and colleagues, and end with developing strategies to make their libraries gender inclusive.
Learning Objectives:
- Give empathetic and equitable service to all customers
- Have knowledge of social and legal issues impacting transgender customers
- Challenge assumptions and discuss ways to encourage inclusivity in language and action
Bec Czarnecki is the assistant to the City Librarian at Denver Public Library. When they’re not herding cats or arranging calendars, they work on special projects on a variety of topics. They are passionate about the library's role in engaging the community and committed to helping it be a welcoming and inclusive space for all.
Adrian Johnson works as a Library Program Associate at the Denver Public Library where he provides access to tech services in the Denver community, shows folks new creative opportunities in the Central library’s makerspace, and helps digitize materials in the Western History and Genealogy department.
Location: Online via Zoom
Welcoming Transgender Customers
3/10/2021
As rights for transgender people continue to be challenged and threatened, Denver Public Library strives to be a welcoming place. Join us to learn how to provide excellent internal and external customer service to individuals at your library. This session will help participants reframe ideas around gender, give them best practices for serving trans customers and colleagues, and end with developing strategies to make their libraries gender inclusive.
Learning Objectives:
Location: Online via Zoom
3/10/2021
As rights for transgender people continue to be challenged and threatened, Denver Public Library strives to be a welcoming place. Join us to learn how to provide excellent internal and external customer service to individuals at your library. This session will help participants reframe ideas around gender, give them best practices for serving trans customers and colleagues, and end with developing strategies to make their libraries gender inclusive.
Learning Objectives:
- Give empathetic and equitable service to all customers
- Have knowledge of social and legal issues impacting transgender customers
- Challenge assumptions and discuss ways to encourage inclusivity in language and action
Bec Czarnecki is the assistant to the City Librarian at Denver Public Library. When they’re not herding cats or arranging calendars, they work on special projects on a variety of topics. They are passionate about the library's role in engaging the community and committed to helping it be a welcoming and inclusive space for all.
Adrian Johnson works as a Library Program Associate at the Denver Public Library where he provides access to tech services in the Denver community, shows folks new creative opportunities in the Central library’s makerspace, and helps digitize materials in the Western History and Genealogy department.
Location: Online via Zoom
An Empathic Approach to Customer Service Training
4/15/2021
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.
Learning Objectives:
Molly Meyers LaBadie has been in Libraries since 2001. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.
Location: Online
Via Zoom
4/15/2021
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.Learning Objectives:
- Understand how your emotional responses influence patron interactions and several tools you can use to create more positive results
- Identify at least one of your own implicit biases and understand how it can affect the customer service you offer
- Tell at least one personal story about customer service that can be used to improve customer service in your own library
Molly Meyers LaBadie has been in Libraries since 2001. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.Location: Online
Via Zoom
An Empathic Approach to Customer Service Training
4/15/2021
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.
Learning Objectives:
Molly Meyers LaBadie has been in Libraries since 2001. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.
Location: Online
Via Zoom
4/15/2021
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.
Learning Objectives:
- Understand how your emotional responses influence patron interactions and several tools you can use to create more positive results
- Identify at least one of your own implicit biases and understand how it can affect the customer service you offer
- Tell at least one personal story about customer service that can be used to improve customer service in your own library
Molly Meyers LaBadie has been in Libraries since 2001. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.Location: Online
Via Zoom
Dealing with Hostile and Potentially Dangerous Library Users' Behaviors
4/29/2021
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?
The awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).
Make safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.
Learning Objectives
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
4/29/2021
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?The awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).
Make safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.
Learning Objectives
- Ensure everyone on the staff knows what to do in emergencies
- Lower the drama of difficult encounters with library customers
- Develop consistent responses to challenging customer behavior
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
Dealing with Hostile and Potentially Dangerous Library Users' Behaviors
4/29/2021
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?
The awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).
Make safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.
Learning Objectives
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
4/29/2021
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?
The awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).
Make safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.
Learning Objectives
- Ensure everyone on the staff knows what to do in emergencies
- Lower the drama of difficult encounters with library customers
- Develop consistent responses to challenging customer behavior
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
Are You Listening? Improving This Power Skill
6/9/2021
Have you ever been guilty of “not listening” (who, me??), even when you are right there in front of the speaker, looking them in the eye? Communication experts say that 42% to 57% of our time communicating is spent listening – or maybe we should say “hearing,” since we all can be adept at hearing without listening!
Even in this day of emailing, instant messaging, texting, and online chats, we still need to “listen” to be able to communicate effectively.
Do you know the biggest puzzle about listening? No? Come to this webinar and find out!!
Learning Objectives:
Location: Online via Zoom
6/9/2021
Have you ever been guilty of “not listening” (who, me??), even when you are right there in front of the speaker, looking them in the eye? Communication experts say that 42% to 57% of our time communicating is spent listening – or maybe we should say “hearing,” since we all can be adept at hearing without listening! Even in this day of emailing, instant messaging, texting, and online chats, we still need to “listen” to be able to communicate effectively.
Do you know the biggest puzzle about listening? No? Come to this webinar and find out!!
Learning Objectives:
- Discuss your preferred listening style – and the listening styles of others. Do you know somebody who shows signs of impatience when you are sharing important details? Perhaps they have a different preferred listening style than you do
- Discover why preferred listening styles might change
- Become more aware of your own style so that you can adapt that style to whoever is speaking
- Look closely at how you can become a more effective listener – and improve your life!
- Come up with at least 20 tips you can use to help you use this power skill to ensure that you are really listening to those around you
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
Are You Listening? Improving This Power Skill
6/9/2021
Have you ever been guilty of “not listening” (who, me??), even when you are right there in front of the speaker, looking them in the eye? Communication experts say that 42% to 57% of our time communicating is spent listening – or maybe we should say “hearing,” since we all can be adept at hearing without listening!
Even in this day of emailing, instant messaging, texting, and online chats, we still need to “listen” to be able to communicate effectively.
Do you know the biggest puzzle about listening? No? Come to this webinar and find out!!
Learning Objectives:
Location: Online via Zoom
6/9/2021
Have you ever been guilty of “not listening” (who, me??), even when you are right there in front of the speaker, looking them in the eye? Communication experts say that 42% to 57% of our time communicating is spent listening – or maybe we should say “hearing,” since we all can be adept at hearing without listening!
Even in this day of emailing, instant messaging, texting, and online chats, we still need to “listen” to be able to communicate effectively.
Do you know the biggest puzzle about listening? No? Come to this webinar and find out!!
Learning Objectives:
- Discuss your preferred listening style – and the listening styles of others. Do you know somebody who shows signs of impatience when you are sharing important details? Perhaps they have a different preferred listening style than you do
- Discover why preferred listening styles might change
- Become more aware of your own style so that you can adapt that style to whoever is speaking
- Look closely at how you can become a more effective listener – and improve your life!
- Come up with at least 20 tips you can use to help you use this power skill to ensure that you are really listening to those around you
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
Disability 101
7/13/2021
This session will be a broad introduction to what disability is, what the Americans with Disabilities Act says, and how we in libraries can assist patrons with disabilities who use our services and spaces. We will cover a variety of topics including some disability statistics, examples of good and poor accessibility as well as where to get more information.
Learning Objectives:
JJ Pionke is the Applied Health Sciences Librarian at the University of Illinois at Urbana-Champaign. He is an award-winning librarian whose research revolves around disability and accessibility for library patrons and employees. His most recent work focuses on the educational and behavioral needs of library science graduate students and current library employees in regards to disability and accessibility in libraries.
Location: Online via Zoom
7/13/2021
This session will be a broad introduction to what disability is, what the Americans with Disabilities Act says, and how we in libraries can assist patrons with disabilities who use our services and spaces. We will cover a variety of topics including some disability statistics, examples of good and poor accessibility as well as where to get more information.Learning Objectives:
- What is a disability?
- Americans with Disabilities Act
- How libraries assist patrons with disabilities
JJ Pionke is the Applied Health Sciences Librarian at the University of Illinois at Urbana-Champaign. He is an award-winning librarian whose research revolves around disability and accessibility for library patrons and employees. His most recent work focuses on the educational and behavioral needs of library science graduate students and current library employees in regards to disability and accessibility in libraries.Location: Online via Zoom
Disability 101
7/13/2021
This session will be a broad introduction to what disability is, what the Americans with Disabilities Act says, and how we in libraries can assist patrons with disabilities who use our services and spaces. We will cover a variety of topics including some disability statistics, examples of good and poor accessibility, as well as where to get more information.
Learning Objectives:
JJ Pionke is the Applied Health Sciences Librarian at the University of Illinois at Urbana-Champaign. He is an award-winning librarian whose research revolves around disability and accessibility for library patrons and employees. His most recent work focuses on the educational and behavioral needs of library science graduate students and current library employees in regards to disability and accessibility in libraries.
Location: Online via Zoom
7/13/2021
This session will be a broad introduction to what disability is, what the Americans with Disabilities Act says, and how we in libraries can assist patrons with disabilities who use our services and spaces. We will cover a variety of topics including some disability statistics, examples of good and poor accessibility, as well as where to get more information.
Learning Objectives:
- What is a disability?
- Americans with Disabilities Act
- How libraries assist patrons with disabilities
JJ Pionke is the Applied Health Sciences Librarian at the University of Illinois at Urbana-Champaign. He is an award-winning librarian whose research revolves around disability and accessibility for library patrons and employees. His most recent work focuses on the educational and behavioral needs of library science graduate students and current library employees in regards to disability and accessibility in libraries.Location: Online via Zoom
Empathy in Enforcement: 10 Rules for Handling Difficult Situations
7/14/2021
Security Specialist and Library Trainer, Eddie Kristan, will present 10 concrete and actionable solutions to difficult patron interactions with the goal of providing empathetic service, keeping staff safe, and upholding the principles of librarianship.
Learning Outcomes:
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for 6 years before finishing graduate school and becoming a reference librarian and staff trainer in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the close help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Blackbelt Librarian"), Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021.
Location: Online via Zoom
7/14/2021
Security Specialist and Library Trainer, Eddie Kristan, will present 10 concrete and actionable solutions to difficult patron interactions with the goal of providing empathetic service, keeping staff safe, and upholding the principles of librarianship.Learning Outcomes:
- Attendees will learn actionable recommendations for approaching, deescalating, and navigating difficult patron interactions
- Attendees will explore the difference between noncompliant and unsafe behavior for confident and informed responses
- Attendees will learn how to respond to aggressive or noncompliant behavior with calm confidence and accommodation without compromise
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for 6 years before finishing graduate school and becoming a reference librarian and staff trainer in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the close help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Blackbelt Librarian"), Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021. Location: Online via Zoom
Empathy in Enforcement: 10 Rules for Handling Difficult Situations
7/14/2021
Content Warning: This webinar contains opening remarks about child abuse.
Security Specialist and Library Trainer, Eddie Kristan, will present 10 concrete and actionable solutions to difficult patron interactions with the goal of providing empathetic service, keeping staff safe, and upholding the principles of librarianship.
Learning Outcomes:
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for 6 years before finishing graduate school and becoming a reference librarian and staff trainer in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the close help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Blackbelt Librarian"), Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021.
Location: Online via Zoom
7/14/2021
Content Warning: This webinar contains opening remarks about child abuse.
Security Specialist and Library Trainer, Eddie Kristan, will present 10 concrete and actionable solutions to difficult patron interactions with the goal of providing empathetic service, keeping staff safe, and upholding the principles of librarianship.
Learning Outcomes:
- Attendees will learn actionable recommendations for approaching, deescalating, and navigating difficult patron interactions
- Attendees will explore the difference between noncompliant and unsafe behavior for confident and informed responses
- Attendees will learn how to respond to aggressive or noncompliant behavior with calm confidence and accommodation without compromise
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for 6 years before finishing graduate school and becoming a reference librarian and staff trainer in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the close help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Blackbelt Librarian"), Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021. Location: Online via Zoom
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:
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
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
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
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:
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
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
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
Rebuilding Our Why - For Managers
8/25/2021
There was a day in the not-so-distant past when folks who needed access to reading materials, computer information, and other life pursuits, naturally sought out their local library.
In today’s world, though, our patrons have options – those options are also known as “our competition.” So that we may stay competitive (and continue to exist!), we’ll need to offer not only our level of service pre-COVID, but also new services and programs as we move into the future. And, we’ll need to do all of that in a timely, friendly, and welcoming manner. That will require teamwork and the best efforts of everyone on our staff.
Learning Objectives:
Presenter:
Location: Online via Zoom
8/25/2021
There was a day in the not-so-distant past when folks who needed access to reading materials, computer information, and other life pursuits, naturally sought out their local library.
In today’s world, though, our patrons have options – those options are also known as “our competition.” So that we may stay competitive (and continue to exist!), we’ll need to offer not only our level of service pre-COVID, but also new services and programs as we move into the future. And, we’ll need to do all of that in a timely, friendly, and welcoming manner. That will require teamwork and the best efforts of everyone on our staff.
Learning Objectives:
- Discuss ways to help staff deal with the lingering fear of COVID in our environment
- How we can return to the same level of service as before the pandemic – and work as a team
- How to help staff understand the importance of them bringing their best selves to work each day since some staff members may have fallen into a comfort zone that is not as busy as they once were
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
Rebuilding Our Why - For Managers
8/25/2021
There was a day in the not-so-distant past when folks who needed access to reading materials, computer information, and other life pursuits, naturally sought out their local library.
In today’s world, though, our patrons have options – those options are also known as “our competition.” So that we may stay competitive (and continue to exist!), we’ll need to offer not only our level of service pre-COVID, but also new services and programs as we move into the future. And, we’ll need to do all of that in a timely, friendly, and welcoming manner. That will require teamwork and the best efforts of everyone on our staff.
Learning Objectives:
Presenter:
Location: Online via Zoom
8/25/2021
There was a day in the not-so-distant past when folks who needed access to reading materials, computer information, and other life pursuits, naturally sought out their local library.In today’s world, though, our patrons have options – those options are also known as “our competition.” So that we may stay competitive (and continue to exist!), we’ll need to offer not only our level of service pre-COVID, but also new services and programs as we move into the future. And, we’ll need to do all of that in a timely, friendly, and welcoming manner. That will require teamwork and the best efforts of everyone on our staff.
Learning Objectives:
- Discuss ways to help staff deal with the lingering fear of COVID in our environment
- How we can return to the same level of service as before the pandemic – and work as a team
- How to help staff understand the importance of them bringing their best selves to work each day since some staff members may have fallen into a comfort zone that is not as busy as they once were
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
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:
Location: Online via Zoom
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
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
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:
Location: Online via Zoom
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
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
Professional Office Etiquette Basics
11/3/2021
Welcome to the updated 2021 Professional Etiquette Basics. Based on our latest needs analysis we have updated this popular class. Perhaps you heard that professional behavior and performance does not matter anymore. The reality is that if you want to be successful, the way you look, talk, write, act and work will determine whether you are seen as a professional or not. Being professional is more than just about taking responsibility for yourself and your work, it's about seeing beyond your immediate needs and thinking about the long-term perceptions of you, your workplace, and the people you serve.
Learning Objectives:
Dean Russell is a Professional Strategic Coach. He helps organizations and businesses increase their effectiveness through leadership coaching, training, and public speaking engagements. He has a gift and passion for helping people and organizations quickly grasp their company’s vision, gain operational traction, and work as a healthy, functional, and cohesive team. He is a national speaker and recognized expert specializing in business management, leadership improvement, and better employee performance.
Location: Online via Zoom
11/3/2021
Welcome to the updated 2021 Professional Etiquette Basics. Based on our latest needs analysis we have updated this popular class. Perhaps you heard that professional behavior and performance does not matter anymore. The reality is that if you want to be successful, the way you look, talk, write, act and work will determine whether you are seen as a professional or not. Being professional is more than just about taking responsibility for yourself and your work, it's about seeing beyond your immediate needs and thinking about the long-term perceptions of you, your workplace, and the people you serve.Learning Objectives:
- What being “a professional” really means
- Learn how being professional increases your value in the workplace
- Understand the importance of “Greetings” and best practices for face, phone, ands virtual
- Develop Telephone Etiquette (Tone, Vacation/Out of office message, “Is there anything else we can do for you?” probe?
- Apply Printer protocols of beset dos and don’ts when working with printers.
- Utilize Proper Gossip-Handling Techniques
- Enhance Email dos and don’ts.
- Define and use two Assertive Behavior techniques. (Open and honest, and asking for help)
- Understand the consequence of Oversharing information consequences.
- How to avoid confusion. Selecting Boundaries: Accountability Chart and Authority Levels (Why two professional baseball players never run into each other during the game)
Dean Russell is a Professional Strategic Coach. He helps organizations and businesses increase their effectiveness through leadership coaching, training, and public speaking engagements. He has a gift and passion for helping people and organizations quickly grasp their company’s vision, gain operational traction, and work as a healthy, functional, and cohesive team. He is a national speaker and recognized expert specializing in business management, leadership improvement, and better employee performance.Location: Online via Zoom
Professional Office Etiquette Basics
11/3/2021
Welcome to the updated 2021 Professional Etiquette Basics. Based on our latest needs analysis we have updated this popular class. Perhaps you heard that professional behavior and performance does not matter anymore. The reality is that if you want to be successful, the way you look, talk, write, act and work will determine whether you are seen as a professional or not. Being professional is more than just about taking responsibility for yourself and your work, it's about seeing beyond your immediate needs and thinking about the long-term perceptions of you, your workplace, and the people you serve.
Learning Objectives:
Dean Russell is a Professional Strategic Coach. He helps organizations and businesses increase their effectiveness through leadership coaching, training, and public speaking engagements. He has a gift and passion for helping people and organizations quickly grasp their company’s vision, gain operational traction, and work as a healthy, functional, and cohesive team. He is a national speaker and recognized expert specializing in business management, leadership improvement, and better employee performance.
Location: Online via Zoom
11/3/2021
Welcome to the updated 2021 Professional Etiquette Basics. Based on our latest needs analysis we have updated this popular class. Perhaps you heard that professional behavior and performance does not matter anymore. The reality is that if you want to be successful, the way you look, talk, write, act and work will determine whether you are seen as a professional or not. Being professional is more than just about taking responsibility for yourself and your work, it's about seeing beyond your immediate needs and thinking about the long-term perceptions of you, your workplace, and the people you serve.
Learning Objectives:
- What being “a professional” really means
- Learn how being professional increases your value in the workplace
- Understand the importance of “Greetings” and best practices for face, phone, ands virtual
- Develop Telephone Etiquette (Tone, Vacation/Out of office message, “Is there anything else we can do for you?” probe?
- Apply Printer protocols of beset dos and don’ts when working with printers.
- Utilize Proper Gossip-Handling Techniques
- Enhance Email dos and don’ts.
- Define and use two Assertive Behavior techniques. (Open and honest, and asking for help)
- Understand the consequence of Oversharing information consequences.
- How to avoid confusion. Selecting Boundaries: Accountability Chart and Authority Levels (Why two professional baseball players never run into each other during the game)
Dean Russell is a Professional Strategic Coach. He helps organizations and businesses increase their effectiveness through leadership coaching, training, and public speaking engagements. He has a gift and passion for helping people and organizations quickly grasp their company’s vision, gain operational traction, and work as a healthy, functional, and cohesive team. He is a national speaker and recognized expert specializing in business management, leadership improvement, and better employee performance.Location: Online via Zoom
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:
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
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
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
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:
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
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
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
Staff Development Week: Staff Care as Community Care
1/24/2022 - 1/27/2022
Monday, January 24, 2022
10:30 am - 12:00 pm
Taking Care of Self, Staff, and Community
Self-care is important. Everywhere you look there are articles promoting the value of self-care: eat healthy, get plenty of sleep, exercise regularly. It can be exhausting just reading about all the things we should be doing to feel better! How can we help self-care feel less like a burden and more like genuine kindness and nurturing? What if we could tap into our larger community to bolster our own well-being while increasing social cohesion for all? There is a continuum – from self-care to staff (workplace) care to community care – that gets stronger as it fans out from solo activity to broader inclusive action and impact.
Learning Objectives:
References: https://www.webjunction.org/news/webjunction/taking-care-of-self-staff-and-community.html
Presenters:
Brenda Hough is a librarian, writer, and learning professional with 25 years of professional experience working in and supporting libraries by providing training and consulting services. She is the author of Crash Course in Time Management for Library Staff and the co-editor of WebJunction’s Competency Index for the Library Field. She is an adjunct instructor for Emporia State University (KS). She has worked on projects for the Bill and Melinda Gates Foundation, WebJunction, the Public Library Association, Infopeople, California Libraries Learn (CALL), the State Library of Arizona, the State Library of Oregon, the Northeast Kansas Library System, and more. She is the owner of EluciDare Learning.
Since joining OCLC’s WebJunction team in 2005, Betha Gutsche has contributed to library staff training through compiling the Competency Index for the Library Field, developing curricula, delivering training, and exploring new strategies. In addition to leading many grant-funded projects, Betha created curriculum and training for Small Libraries Create Smart Spaces, Supercharged Storytimes, Wikipedia + Libraries, and Creating Pathways to Civil Legal Justice. Betha received her MLIS from the University of Washington Information School and interned with the Gates Foundation U.S. Libraries Program 2002-2004.
Tuesday, January 25. 2022
10:00 am - 11:00 am
Words Matter: Mindful communication that creates caring connections
Employing mindful communication strategies creates opportunities to demonstrate caring and enhance connections within the library community. Utilizing mindful communication can also avoid retraumatization for those individuals who have experienced trauma.
Learning objectives:
Meghan Harper, Ph.D. Director and Professor, School of Information at Kent State University in Kent, Ohio.
Wednesday, January 26, 2022
10:00 am - 11:00 am
Library Safety as Burnout Prevention: Reframing Safety and Security for Staff Sustainability
Learning Objectives:
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for nearly 7 years before finishing his MLIS to become a reference librarian and staff training coordinator in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Black Belt Librarian") Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021. As Staff Training Coordinator, Eddie has developed monthly content for his library on a wide range of subjects including Person Pronouns, Trauma Informed Services, Material Challenges, and Bystander Intervention.
Thursday, January 27, 2022
10:00 am - 11:00 am
Self-Care: How to Increase Productivity while Avoiding Burnout
Increasing demands from our public for various library services can and will create an environment for burnout as a result of heavy workloads. While some stressors are unavoidable, prolonged exposure to it can cause detachment, pessimism, and a loss of enjoyment in the public library profession. During this session we will explore approaches on how to identify and overcome stressors while retaining optimal levels of efficiency during our workday.
Learning Objectives:
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 assess 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.
2:00 pm - 3:00 pm
Be the Change: Improving staff morale from within
Presenter Haley Holmes from the San Antonio Public Library will talk about her experiences leading staff from all levels of the organization to create an environment where everyone has the opportunity to be heard. Operation Transformation was a three year project that resulted in more staff engagement, recognition, and innovation. Haley will explain how the project started and outline several of the initiatives that were created as a result to address the need to improve morale in a workplace with over 500 employees in 30 locations.
Learning Objectives
Haley K. Holmes, Ph.D., is the Central Library Public Services Administrator for the San Antonio Public Library overseeing Reference Services, Childrens, Texana/Genealogy, the Latino Collection and Resource Center, and Circulation. Haley has been with the San Antonio Public Library for 17 years, serving as a branch manager for 7 years and Coordinator of Services to Adults for 3 years. Before moving to San Antonio, she worked in academic libraries and at the Library of Congress. She is the coauthor of Library Programming Made Easy, part of the “A Practical Guide for Librarians” series and a 2020 Library Journal Mover and Shaker.
Location: Online via Zoom
There are currently 63 spots remaining out of 100
1/24/2022 - 1/27/2022
Monday, January 24, 2022
10:30 am - 12:00 pm
Taking Care of Self, Staff, and Community
Self-care is important. Everywhere you look there are articles promoting the value of self-care: eat healthy, get plenty of sleep, exercise regularly. It can be exhausting just reading about all the things we should be doing to feel better! How can we help self-care feel less like a burden and more like genuine kindness and nurturing? What if we could tap into our larger community to bolster our own well-being while increasing social cohesion for all? There is a continuum – from self-care to staff (workplace) care to community care – that gets stronger as it fans out from solo activity to broader inclusive action and impact.
Learning Objectives:
- Reflect upon what genuine and meaningful self-care looks like
- Describe the connection between self-care, workplace well-being, and community care
- Take actionable ideas for community care back to your library
References: https://www.webjunction.org/news/webjunction/taking-care-of-self-staff-and-community.html
Presenters:
Brenda Hough is a librarian, writer, and learning professional with 25 years of professional experience working in and supporting libraries by providing training and consulting services. She is the author of Crash Course in Time Management for Library Staff and the co-editor of WebJunction’s Competency Index for the Library Field. She is an adjunct instructor for Emporia State University (KS). She has worked on projects for the Bill and Melinda Gates Foundation, WebJunction, the Public Library Association, Infopeople, California Libraries Learn (CALL), the State Library of Arizona, the State Library of Oregon, the Northeast Kansas Library System, and more. She is the owner of EluciDare Learning.Since joining OCLC’s WebJunction team in 2005, Betha Gutsche has contributed to library staff training through compiling the Competency Index for the Library Field, developing curricula, delivering training, and exploring new strategies. In addition to leading many grant-funded projects, Betha created curriculum and training for Small Libraries Create Smart Spaces, Supercharged Storytimes, Wikipedia + Libraries, and Creating Pathways to Civil Legal Justice. Betha received her MLIS from the University of Washington Information School and interned with the Gates Foundation U.S. Libraries Program 2002-2004.Tuesday, January 25. 2022
10:00 am - 11:00 am
Words Matter: Mindful communication that creates caring connections
Employing mindful communication strategies creates opportunities to demonstrate caring and enhance connections within the library community. Utilizing mindful communication can also avoid retraumatization for those individuals who have experienced trauma.
Learning objectives:
- Participants will learn about the characteristics and effects of trauma on the individual.
- Participants will learn about mindful use of language that will avoid retraumatization for individuals.
- Participants will become aware of professional resources that provide guidance on non- discriminatory language
Meghan Harper, Ph.D. Director and Professor, School of Information at Kent State University in Kent, Ohio.Wednesday, January 26, 2022
10:00 am - 11:00 am
Library Safety as Burnout Prevention: Reframing Safety and Security for Staff Sustainability
Learning Objectives:
- Tools to handle acute problems that influence burnout including principles of service, de-escalation phrases, and established boundaries
- Proactive preparations to avoid or mitigate incidents that cause burnout including interdepartmental communications and establishing community partnerships
- Unmasking how vocational awe makes us handle safety and security issues poorly and inequitably
Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for nearly 7 years before finishing his MLIS to become a reference librarian and staff training coordinator in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Black Belt Librarian") Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021. As Staff Training Coordinator, Eddie has developed monthly content for his library on a wide range of subjects including Person Pronouns, Trauma Informed Services, Material Challenges, and Bystander Intervention.Thursday, January 27, 2022
10:00 am - 11:00 am
Self-Care: How to Increase Productivity while Avoiding Burnout
Increasing demands from our public for various library services can and will create an environment for burnout as a result of heavy workloads. While some stressors are unavoidable, prolonged exposure to it can cause detachment, pessimism, and a loss of enjoyment in the public library profession. During this session we will explore approaches on how to identify and overcome stressors while retaining optimal levels of efficiency during our workday.
Learning Objectives:
- Identify signals of Physical, Behavioral and Emotional barriers that leads to burnout
- Understand methods to mitigate stressors caused by public service demands
- Learn how to adopt self-care techniques at work.
Presenter:
Nicole Bryan, MLS Neighborhood Library Supervisor, Brooklyn Public LibraryNicole has spent some of her career within the social services arena, developing programs and meeting constituents' needs. Currently, she assess 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.
2:00 pm - 3:00 pm
Be the Change: Improving staff morale from within
Presenter Haley Holmes from the San Antonio Public Library will talk about her experiences leading staff from all levels of the organization to create an environment where everyone has the opportunity to be heard. Operation Transformation was a three year project that resulted in more staff engagement, recognition, and innovation. Haley will explain how the project started and outline several of the initiatives that were created as a result to address the need to improve morale in a workplace with over 500 employees in 30 locations.
Learning Objectives
- Participants will come away with a better understanding of organizational health.
- Participants will be given specific tools and examples they can use in their organizations to gather staff feedback concerning morale in their work locations.
- Participants will learn how to turn staff feedback into meaningful change.
Haley K. Holmes, Ph.D., is the Central Library Public Services Administrator for the San Antonio Public Library overseeing Reference Services, Childrens, Texana/Genealogy, the Latino Collection and Resource Center, and Circulation. Haley has been with the San Antonio Public Library for 17 years, serving as a branch manager for 7 years and Coordinator of Services to Adults for 3 years. Before moving to San Antonio, she worked in academic libraries and at the Library of Congress. She is the coauthor of Library Programming Made Easy, part of the “A Practical Guide for Librarians” series and a 2020 Library Journal Mover and Shaker.
Location: Online via Zoom
There are currently 63 spots remaining out of 100
Transforming your Library and Community Through Relationship-Focused Service
2/10/2022
Authentically connecting with people through kindness and compassion is more important than ever. Libraries are perfectly positioned to enhance social connections and positively impact lives through thoughtful and dependable patron service.
Learning Objectives:
Location: Online via Zoom
2/10/2022
Authentically connecting with people through kindness and compassion is more important than ever. Libraries are perfectly positioned to enhance social connections and positively impact lives through thoughtful and dependable patron service.
Learning Objectives:
- Why relationship-focused service is important not only to your library but to your whole community
- What relationship-focused service looks like in a library setting
- How to begin building a relationship-focused service model that is right for your library
Lindsey Dorfman is a dynamic leader dedicated to strengthening libraries through curiosity, compassion, and connection. While serving the Kent District Library (MI) as their Director of Branch Services and Operations, she received a Library Journal Mover and Shaker Award for her work spearheading the KDL Way, a customer service model based on kindness, empathy, and love. Ms. Dorfman currently serves as Director of the Glenview Public Library, located just north of the city of Chicago.
Location: Online via Zoom
Transforming your Library and Community Through Relationship-Focused Service
2/10/2022
Authentically connecting with people through kindness and compassion is more important than ever. Libraries are perfectly positioned to enhance social connections and positively impact lives through thoughtful and dependable patron service.
Learning Objectives:
Location: Online via Zoom
2/10/2022
Authentically connecting with people through kindness and compassion is more important than ever. Libraries are perfectly positioned to enhance social connections and positively impact lives through thoughtful and dependable patron service. Learning Objectives:
- Why relationship-focused service is important not only to your library but to your whole community
- What relationship-focused service looks like in a library setting
- How to begin building a relationship-focused service model that is right for your library
Lindsey Dorfman is a dynamic leader dedicated to strengthening libraries through curiosity, compassion, and connection. While serving the Kent District Library (MI) as their Director of Branch Services and Operations, she received a Library Journal Mover and Shaker Award for her work spearheading the KDL Way, a customer service model based on kindness, empathy, and love. Ms. Dorfman currently serves as Director of the Glenview Public Library, located just north of the city of Chicago.
Location: Online via Zoom
Mental Health First Aid: A Virtual Training and Certification Course
3/10/2022
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the online workshop. This course is limited to 30. We will take a waitlist. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019.
Location: Online via Zoom
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.
3/10/2022
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the online workshop. This course is limited to 30. We will take a waitlist. Register for this class only if you are able to attend. This class will not be archived.The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
- Recognize the potential risk factors and warning signs for a range of mental health problems, including: depression, anxiety/trauma, psychosis and psychotic disorders, substance use disorders, and self-injury
- Use a 5-step action plan to help an individual in crisis connect with appropriate professional help
- Interpret the prevalence of various mental health disorders in the U.S. and the need for reduced negative attitudes in their communities
- Apply knowledge of the appropriate professional, peer, social, and self-help resources available to help someone
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019. Location: Online via Zoom
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.
Authentic Voices in Children's and Teen Literature: What's Socioeconomics Got to Do with It?
4/19/2022
Location: Online via Zoom
4/19/2022
A superb high school librarian, in a discussion of making a place for all stories, explained the groups she was expanding her collection to more accurately and completely represent. When I asked about voices of those living in generational poverty, she paused and very honestly replied, “I never thought about representation and socioeconomics.” And proceeded to ask me about titles. So in this webinar, we will do just that: think about our children and teens navigating the world today living in poverty – both their joys and challenges. And how to develop our collections to represent their voices. There will be time for questions and answers, and sharing our stories. Please visit Christina's website to get a taste of who she is and what she does: www.opendorrs2books.com
Learning Objectives:
- Think about our children and teens navigating the world today living in poverty
- How to develop our collections to represent their voices
Christina Dorr’s love affair with books began early when her mother took her to the tiny, red-brick public library in their village. This involvement has led her to become an award-winning librarian, faculty member, author, presenter, and consultant. She has served on a number of state and national book award committees, including the Caldecott, Coretta Scott King, Geisel Award, and Stonewall committees. Profiles in Resilience: Books for Children and Teens that Center the Lived Experience of Generational Poverty is her third book, and second published by the American Library Association. You can visit her website at www.opendorrs2books.com.
Location: Online via Zoom
Authentic Voices in Children’s and Teen Literature: What’s Socioeconomics Got to Do with It?
4/19/2022
Location: Online via Zoom
4/19/2022
A superb high school librarian, in a discussion of making a place for all stories, explained the groups she was expanding her collection to more accurately and completely represent. When I asked about voices of those living in generational poverty, she paused and very honestly replied, “I never thought about representation and socioeconomics.” And proceeded to ask me about titles. So in this webinar, we will do just that: think about our children and teens navigating the world today living in poverty – both their joys and challenges. And how to develop our collections to represent their voices. There will be time for questions and answers, and sharing our stories. Please visit Christina's website to get a taste of who she is and what she does: www.opendorrs2books.com
Learning Objectives:
- Think about our children and teens navigating the world today living in poverty
- How to develop our collections to represent their voices
Christina Dorr’s love affair with books began early when her mother took her to the tiny, red-brick public library in their village. This involvement has led her to become an award-winning librarian, faculty member, author, presenter, and consultant. She has served on a number of state and national book award committees, including the Caldecott, Coretta Scott King, Geisel Award, and Stonewall committees. Profiles in Resilience: Books for Children and Teens that Center the Lived Experience of Generational Poverty is her third book, and second published by the American Library Association. You can visit her website at www.opendorrs2books.com.
Location: Online via Zoom
Youth Mental Health First Aid
5/11/2022
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.
This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the online workshop. This course is limited to 30. We will take a waitlist. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019.
Location: Online via Zoom
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.
5/11/2022
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the online workshop. This course is limited to 30. We will take a waitlist. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019. Location: Online via Zoom
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.
Serving your Immigrant Population
6/8/2022
Serving an immigrant community changes lives, but it might seem too difficult to know where to start. ESL classes although important, are not the only way you can help. Learn the many ways libraries can support immigrants by understanding their needs, starting programs that might make them regular patrons, and by helping them to become active members in their communities.
Learning Objectives:
Maria-Fernanda Pardo is the Literacy Department Head and Bilingual Librarian (Spanish-English) at the Glen Cove Public Library, New York, serving a large immigrant population. She believes that providing education to immigrants and impoverished communities is the key to radical change.
Location: Online via Zoom
6/8/2022
Serving an immigrant community changes lives, but it might seem too difficult to know where to start. ESL classes although important, are not the only way you can help. Learn the many ways libraries can support immigrants by understanding their needs, starting programs that might make them regular patrons, and by helping them to become active members in their communities.
Learning Objectives:
- Encourage Libraries to start serving the immigrant community.
- Show how libraries can overcome limitations such us budget, space, community, literacy level, and more.
- Highlight the importance and most effective ways to connect with the immigrant community you are serving.
Maria-Fernanda Pardo is the Literacy Department Head and Bilingual Librarian (Spanish-English) at the Glen Cove Public Library, New York, serving a large immigrant population. She believes that providing education to immigrants and impoverished communities is the key to radical change.Maria Fernanda graduated from Queens Library as a Public Librarian and is a certified archivist. Over the past ten years, she has created a volunteer-based literacy program, and developed programs that have strengthened the immigrant community. Maria-Fernanda was named as a 2020 Mover & Shaker by Library Journal, and her work during the pandemic has been featured in local newspapers.
Location: Online via Zoom
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
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
Discovering DEI
8/11/2022
Wondering where to start your diversity, equity, and inclusion (DEI) learning journey? This introductory session will allow participants to learn basic language, concepts, and explore why DEI work is important.
Learning Objectives:
Location: Online via Zoom
8/11/2022
Wondering where to start your diversity, equity, and inclusion (DEI) learning journey? This introductory session will allow participants to learn basic language, concepts, and explore why DEI work is important.
Learning Objectives:
- Understand basic terminology regarding diversity, equity, and inclusion
- Recognize the benefits of diverse, equitable, and inclusive environments
- Identify resources for support and continued learning
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of Diversity, Equity and Inclusion. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Marquis Davis earned his Bachelor of Science in Sports Administration in 2012 from Kent State University. He also earned a Master of Arts in Sport and Recreation Management in 2015 from Kent State University. Marquis is a strong advocate for student success, not only in their academic, but in their personal lives. Marquis joins DEI after spending the last five years in the Undergraduate Programs Office in the Ambassador Crawford College of Business and Entrepreneurship as their Academic Diversity Outreach Coordinator. Marquis was very instrumental with helping create diversity initiatives with the Ambassador Crawford College of Business and Entrepreneurship; Diversity in Business (an interest area) within the Business Learning Community (BLC), developing the Cultural Diversity course for first-year students in the BLC, and establishing The Network. Marquis has a passion for developing creative diversity programming for faculty, staff and students.
Location: Online via Zoom
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:
Location: Online via Zoom
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.
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
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:
Location: Online via Zoom
8/17/2022
Recorded 8/17/2022Five 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.
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
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:
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
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 LibraryNicole 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
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:
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
9/7/2022
Recorded 9/7/2022Boundaries 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 LibraryNicole 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
Safe Space - LGBTQ+ Cultural Competence Training
9/13/2022
Safe Space: LGBTQ+ Cultural Competence Training is the first training in the Kent State University Safe Space Training Series. This series is an on-going training effort through Kent State University and the LGBTQ+ Center to make our communities safer places for all people regardless of sexual orientation or gender identity. Training participants will learn about bias, stereotypes, current vocabulary, and best practices for handling gender and sexuality topics with sensitivity. After the training, individuals are offered a Safe Space Ally sign for their office, indicating their support of the Lesbian, Gay, Bisexual, Transgender and Queer plus (LGBTQ+) community.
Regardless of where you work or live, if you interact with people and the public, you will meet individuals who identify as part of the LGBTQ+ community. Having a basic understanding of correct terminology and an understanding of what it means to be an ally to the LGBTQ+ community are essential skills in supporting all people.
Learning Objectives:
Ken Ditlevson, serves as Kent State University’s first director for the LGBTQ+ Center, where he started in 2014. Ditlevson is a two-time graduate of Kent State University, having received his Bachelor of Arts degree in Psychology and Masters of Education degree in Community Counseling.
Prior to accepting this position, Ken worked for nearly 20 years in mental health and social services, and most recently was the Assistant Vice President for Child Guidance & Family Solutions in Akron, Ohio. Ken has been awarded numerous awards for his work in LGBTQ+ advocacy, as well as for creating innovative programming and initiatives.Ken and his husband of 22 years, reside in Highland Square/West Akron, along with their two dogs, Luna and Layla.
Location: Medina County District Library
210 S Broadway St.
Medina, OH 44256
There are currently 6 spots remaining out of 50
9/13/2022
Safe Space: LGBTQ+ Cultural Competence Training is the first training in the Kent State University Safe Space Training Series. This series is an on-going training effort through Kent State University and the LGBTQ+ Center to make our communities safer places for all people regardless of sexual orientation or gender identity. Training participants will learn about bias, stereotypes, current vocabulary, and best practices for handling gender and sexuality topics with sensitivity. After the training, individuals are offered a Safe Space Ally sign for their office, indicating their support of the Lesbian, Gay, Bisexual, Transgender and Queer plus (LGBTQ+) community.
Regardless of where you work or live, if you interact with people and the public, you will meet individuals who identify as part of the LGBTQ+ community. Having a basic understanding of correct terminology and an understanding of what it means to be an ally to the LGBTQ+ community are essential skills in supporting all people.
Learning Objectives:
- Participants will develop a deeper awareness of personal ideas, stereotypes, and assumptions related to gay, lesbian, bisexual, transgender, queer, and questioning (LGBTQ+) individuals.
- Participants will develop an increased comfort level in addressing concepts and language regarding LGBTQ+ individuals.
- Participants will develop an increased awareness of services that supports LGBTQ+ and allied individuals.
- Participants will have the option of developing a network of community support people for all people regardless of sexual orientations, gender identities, and gender expressions.
Ken Ditlevson, serves as Kent State University’s first director for the LGBTQ+ Center, where he started in 2014. Ditlevson is a two-time graduate of Kent State University, having received his Bachelor of Arts degree in Psychology and Masters of Education degree in Community Counseling. Prior to accepting this position, Ken worked for nearly 20 years in mental health and social services, and most recently was the Assistant Vice President for Child Guidance & Family Solutions in Akron, Ohio. Ken has been awarded numerous awards for his work in LGBTQ+ advocacy, as well as for creating innovative programming and initiatives.Ken and his husband of 22 years, reside in Highland Square/West Akron, along with their two dogs, Luna and Layla.
Location: Medina County District Library
210 S Broadway St.
Medina, OH 44256
There are currently 6 spots remaining out of 50
Kindness in the Workplace: Self-Care, Mindfulness, and Remaining Positive
10/19/2022
Do you ever find it challenging to maintain an optimistic attitude at work? If so, this webinar is for you! Discover how to create a positive workplace culture.
Objectives:
Amber Salmon
Amber has 18 years of library experience. She is currently an Adult Services Librarian in the Business, Government & Science Division at the Akron Summit County Public Library. Amber has a background in Art History.
Brooke VanDerlin
Brooke has 17 years of library experience with the Akron Summit County Public Library as a Public Service Assistant and a Children’s Librarian. In addition to Library Science, Brooke has a background in Clinical Counseling.
Location: Online
Via Zoom
10/19/2022
Do you ever find it challenging to maintain an optimistic attitude at work? If so, this webinar is for you! Discover how to create a positive workplace culture.
Objectives:
- Incorporate mindfulness into your every day activities
- Define and explore the practice of self-care
- Find ways to implement positivity in challenging situations
Amber SalmonAmber has 18 years of library experience. She is currently an Adult Services Librarian in the Business, Government & Science Division at the Akron Summit County Public Library. Amber has a background in Art History.
Brooke VanDerlinBrooke has 17 years of library experience with the Akron Summit County Public Library as a Public Service Assistant and a Children’s Librarian. In addition to Library Science, Brooke has a background in Clinical Counseling.
Location: Online
Via Zoom
Kindness in the Workplace: Self-Care, Mindfulness, and Remaining Positive
10/19/2022
Recorded 10/19/2022
Do you ever find it challenging to maintain an optimistic attitude at work? If so, this webinar is for you! Discover how to create a positive workplace culture.
Objectives:
Amber Salmon
Amber has 18 years of library experience. She is currently an Adult Services Librarian in the Business, Government & Science Division at the Akron Summit County Public Library. Amber has a background in Art History.
Brooke VanDerlin
Brooke has 17 years of library experience with the Akron Summit County Public Library as a Public Service Assistant and a Children’s Librarian. In addition to Library Science, Brooke has a background in Clinical Counseling.
Location: Online
Via Zoom
10/19/2022
Recorded 10/19/2022Do you ever find it challenging to maintain an optimistic attitude at work? If so, this webinar is for you! Discover how to create a positive workplace culture.
Objectives:
- Incorporate mindfulness into your every day activities
- Define and explore the practice of self-care
- Find ways to implement positivity in challenging situations
Amber SalmonAmber has 18 years of library experience. She is currently an Adult Services Librarian in the Business, Government & Science Division at the Akron Summit County Public Library. Amber has a background in Art History.
Brooke VanDerlinBrooke has 17 years of library experience with the Akron Summit County Public Library as a Public Service Assistant and a Children’s Librarian. In addition to Library Science, Brooke has a background in Clinical Counseling.
Location: Online
Via Zoom
Intersectionality 101
11/2/2022
Intersectionality is a concept that allows us to examine multiple areas of our lives and social identities. During this session, participants will examine what it actually is, discuss the history of the theory and begin to apply an intersectional lens.
Learning Objectives:
Location: Online via Zoom
11/2/2022
Intersectionality is a concept that allows us to examine multiple areas of our lives and social identities. During this session, participants will examine what it actually is, discuss the history of the theory and begin to apply an intersectional lens.
Learning Objectives:
- Identify intersectionality as a lens
- Identify how intersectionality can be utilized in their respective spaces
- Identify resources for support and continued learning
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of Diversity, Equity and Inclusion. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Marquis Davis earned his Bachelor of Science in Sports Administration in 2012 from Kent State University. He also earned a Master of Arts in Sport and Recreation Management in 2015 from Kent State University. Marquis is a strong advocate for student success, not only in their academic, but in their personal lives. Marquis joins DEI after spending the last five years in the Undergraduate Programs Office in the Ambassador Crawford College of Business and Entrepreneurship as their Academic Diversity Outreach Coordinator. Marquis was very instrumental with helping create diversity initiatives with the Ambassador Crawford College of Business and Entrepreneurship; Diversity in Business (an interest area) within the Business Learning Community (BLC), developing the Cultural Diversity course for first-year students in the BLC, and establishing The Network. Marquis has a passion for developing creative diversity programming for faculty, staff and students.
Location: Online via Zoom
Addressing Microaggressions
12/14/2022
Discover how everyday comments and actions can unintentionally hurt or harm someone. Participants will build skills and practice strategies to recognize and interrupt microaggressions.
Learning Objectives:
Location: Online via Zoom
12/14/2022
Discover how everyday comments and actions can unintentionally hurt or harm someone. Participants will build skills and practice strategies to recognize and interrupt microaggressions.
Learning Objectives:
- Recognize microaggressions and explain what they are
- Develop strategies for interrupting microaggressions in both others and ourselves
- Identify resources for support and continued learning
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of Diversity, Equity and Inclusion. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Marquis Davis earned his Bachelor of Science in Sports Administration in 2012 from Kent State University. He also earned a Master of Arts in Sport and Recreation Management in 2015 from Kent State University. Marquis is a strong advocate for student success, not only in their academic, but in their personal lives. Marquis joins DEI after spending the last five years in the Undergraduate Programs Office in the Ambassador Crawford College of Business and Entrepreneurship as their Academic Diversity Outreach Coordinator. Marquis was very instrumental with helping create diversity initiatives with the Ambassador Crawford College of Business and Entrepreneurship; Diversity in Business (an interest area) within the Business Learning Community (BLC), developing the Cultural Diversity course for first-year students in the BLC, and establishing The Network. Marquis has a passion for developing creative diversity programming for faculty, staff and students.
Location: Online via Zoom
Becoming Good Library Ambassadors
1/19/2023
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults
Location: Online via Zoom
1/19/2023
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adultsLocation: Online via Zoom
Becoming Good Library Ambassadors
1/19/2023
Recorded 1/19/2023
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults
Location: Online via Zoom
1/19/2023
Recorded 1/19/2023Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adultsLocation: Online via Zoom
Responding to Uncomfortable Situations in the Library Setting
3/1/2023
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Location: Online via Zoom
3/1/2023
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Location: Online via Zoom
Responding to Uncomfortable Situations in the Library Setting
3/1/2023
Recorded 3/1/2023
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Location: Online via Zoom
3/1/2023
Recorded 3/1/2023Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Location: Online via Zoom
Customer Service Academy
5/9/2023 - 5/9/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.
Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
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:
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.
Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Mentor Public Library
8215 Mentor Ave.
Mentor, OH 44060
There are currently 24 spots remaining out of 50
5/9/2023 - 5/9/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.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.Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Mentor Public Library
8215 Mentor Ave.
Mentor, OH 44060
There are currently 24 spots remaining out of 50
Day for Public Service-Mentor
5/9/2023 - 5/9/2023
Morning: How To Pivot, Thrive, and Bounce-Up™ During Change
Change barreled headfirst into every organization in 2020 and hasn't stopped yet. You've managed disruptions, understaffed days, and unsettling economic events that impact your patrons. No one can escape transitional times. Don't dread it. Instead, take every "change" that comes your way and "Flip-It" into positive communication and action.
This highly interactive program includes momentum-building activities with beach balls, bubbles, and an inflatable punching bag. It's one unique half-day session filled with engagement, fun, and inspirational stories. Mj shares her three core POWER strategies so that you can Bounce-Up higher and stronger. You'll get practical tactics and trademarked techniques to develop your Bounce-Up Mindset and thrive.
Learning Objectives:
Presenter:
Mj Callaway delivers outcome-focused programs that include humor, real-life stories, and strategic self-mastery tools you can implement immediately. As a two-time cancer warrior and domestic abuse survivor, Mj shares that every setback is an opportunity to create your Bounce-Up™.
She's the creator of The Bounce-Up™ Principle, a Certified Virtual Presenter, Certified Change Management Specialist, and a Leadership Liaison for the National Speakers Association. In addition, Mj has earned a Holistic Resilience Certificate from Point Park University and four Gold Awards from the Parenting Media Association.
She blends her management, sales, speaking, and journalism experiences to create interactive and impactful workshops. With more than 2,000 consumer magazine features under her pen name, she's interviewed everyone from youth entrepreneurs to CEOs, non-profit founders, and professional athletes.
Afternoon: Yes… And Customer Service
Based on the Improve Group Second City work, there has been a movement of answering our patrons with Yes… and in place of just saying no. We work in an industry where the book is checked out, the policies are written pretty clearly, and sometimes we cannot meet our patrons’ requests. Because of this, we can face upset or angry patrons. This is a training that can help us with what we can do instead of what we are not able to do. At the end of this, you will have a new mindset that you can use to create more positive patron interactions when we don’t have the answers they want.
Presenter:
Molly Meyers LaBadie has worked in libraries for over 20 years in multiple roles and systems. She has come to learn in this time to expect the unexpected. Molly has presented on multiple topics, and lately, she has been presenting on Empathy in Customer Service, Empathy in Leadership, Creativity in Libraries, and Bedbugs. With a background in training, she has worked to develop training for libraries that deal with the issues and realities that staff face in 2022. Molly is currently the Deputy Director at the Delaware County Public Library, where she has been for the last five years.
Location: Mentor Public Library
8215 Mentor Ave.
Mentor, OH 44060
There are currently 12 spots remaining out of 15
5/9/2023 - 5/9/2023
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: Mentor Public Library
8215 Mentor Ave.
Mentor, OH 44060
There are currently 12 spots remaining out of 15
Day for Public Service-Medina
5/10/2023 - 5/10/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.
Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
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:
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.
Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Medina County District Library
210 S Broadway St.
Medina, OH 44256
There are currently 15 spots remaining out of 15
5/10/2023 - 5/10/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.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.Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Medina County District Library
210 S Broadway St.
Medina, OH 44256
There are currently 15 spots remaining out of 15
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
6/13/2023
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
Location: Online via Zoom
6/13/2023
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.Location: Online via Zoom
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
6/13/2023
Recorded 6/13/23
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
Location: Online via Zoom
6/13/2023
Recorded 6/13/23Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.Location: Online via Zoom
Dealing with Complaints About Library Materials
7/11/2023
Complaints about library collections are increasing, and library staff need to be prepared to encounter users who are upset about library materials. A clear understanding of the foundations of intellectual freedom and how to engage with users who have complaints can keep these situations from becoming a major problem. This session will look at why diverse collections are important, preparing for materials challenges before they happen, addressing both informal and formal complaints, and working with the media, and share additional resources that are available for dealing with these difficult situations. Please bring your questions.
Learning Objectives:
Barry Trott is Adult Services Consultant at the Library of Virginia, where he helps public libraries across the Commonwealth plan and develop services for adult library users. He earned his MSLS from The Catholic University of America School of Library and Information Science in 1997 and then worked at the Williamsburg Regional Library for 24 years, starting off as a reference librarian and then as readers’ services librarian. In 2001, he became Adult Services Director, and in 2012 was appointed Digital Services Director, where he served until 2014 when he was appointed Director of Special Projects and Technical Services. Barry is past-president of the American Library Association’s Reference and User Services Association (RUSA). He edited the readers’ advisory column for Reference and User Services Quarterly (RUSQ) from 2004-2012 and served as editor-in-chief of RUSQ from 2012-2018. He was the series editor for Libraries Unlimited’s Read On series and author of Read On . . . Crime Fiction (2008), and has contributed articles or chapters to numerous publications, including The Encyclopedia of Library and Information Science, Reference Reborn (Libraries Unlimited, 2010), Journal of Library Administration, and Research-Based Readers’ Advisory (ALA Editions, 2008). Barry has presented programs at the American Library Association annual conference, the Public Library Association conference, and the Virginia Library Association conference and for library systems throughout the country.
Location: Online via Zoom
7/11/2023
Complaints about library collections are increasing, and library staff need to be prepared to encounter users who are upset about library materials. A clear understanding of the foundations of intellectual freedom and how to engage with users who have complaints can keep these situations from becoming a major problem. This session will look at why diverse collections are important, preparing for materials challenges before they happen, addressing both informal and formal complaints, and working with the media, and share additional resources that are available for dealing with these difficult situations. Please bring your questions.
Learning Objectives:
- Importance of diverse collections
- Being prepared for material challenges
- Addressing both formal and informal complaints
- Working with the media
Barry Trott is Adult Services Consultant at the Library of Virginia, where he helps public libraries across the Commonwealth plan and develop services for adult library users. He earned his MSLS from The Catholic University of America School of Library and Information Science in 1997 and then worked at the Williamsburg Regional Library for 24 years, starting off as a reference librarian and then as readers’ services librarian. In 2001, he became Adult Services Director, and in 2012 was appointed Digital Services Director, where he served until 2014 when he was appointed Director of Special Projects and Technical Services. Barry is past-president of the American Library Association’s Reference and User Services Association (RUSA). He edited the readers’ advisory column for Reference and User Services Quarterly (RUSQ) from 2004-2012 and served as editor-in-chief of RUSQ from 2012-2018. He was the series editor for Libraries Unlimited’s Read On series and author of Read On . . . Crime Fiction (2008), and has contributed articles or chapters to numerous publications, including The Encyclopedia of Library and Information Science, Reference Reborn (Libraries Unlimited, 2010), Journal of Library Administration, and Research-Based Readers’ Advisory (ALA Editions, 2008). Barry has presented programs at the American Library Association annual conference, the Public Library Association conference, and the Virginia Library Association conference and for library systems throughout the country.Location: Online via Zoom
Dealing with Complaints About Library Materials
7/11/2023
Recorded 7/11/23
Complaints about library collections are increasing, and library staff need to be prepared to encounter users who are upset about library materials. A clear understanding of the foundations of intellectual freedom and how to engage with users who have complaints can keep these situations from becoming a major problem. This session will look at why diverse collections are important, preparing for materials challenges before they happen, addressing both informal and formal complaints, and working with the media, and share additional resources that are available for dealing with these difficult situations. Please bring your questions.
Learning Objectives:
Barry Trott is Adult Services Consultant at the Library of Virginia, where he helps public libraries across the Commonwealth plan and develop services for adult library users. He earned his MSLS from The Catholic University of America School of Library and Information Science in 1997 and then worked at the Williamsburg Regional Library for 24 years, starting off as a reference librarian and then as readers’ services librarian. In 2001, he became Adult Services Director, and in 2012 was appointed Digital Services Director, where he served until 2014 when he was appointed Director of Special Projects and Technical Services. Barry is past-president of the American Library Association’s Reference and User Services Association (RUSA). He edited the readers’ advisory column for Reference and User Services Quarterly (RUSQ) from 2004-2012 and served as editor-in-chief of RUSQ from 2012-2018. He was the series editor for Libraries Unlimited’s Read On series and author of Read On . . . Crime Fiction (2008), and has contributed articles or chapters to numerous publications, including The Encyclopedia of Library and Information Science, Reference Reborn (Libraries Unlimited, 2010), Journal of Library Administration, and Research-Based Readers’ Advisory (ALA Editions, 2008). Barry has presented programs at the American Library Association annual conference, the Public Library Association conference, and the Virginia Library Association conference and for library systems throughout the country.
Location: Online via Zoom
7/11/2023
Recorded 7/11/23Complaints about library collections are increasing, and library staff need to be prepared to encounter users who are upset about library materials. A clear understanding of the foundations of intellectual freedom and how to engage with users who have complaints can keep these situations from becoming a major problem. This session will look at why diverse collections are important, preparing for materials challenges before they happen, addressing both informal and formal complaints, and working with the media, and share additional resources that are available for dealing with these difficult situations. Please bring your questions.
Learning Objectives:
- Importance of diverse collections
- Being prepared for material challenges
- Addressing both formal and informal complaints
- Working with the media
Barry Trott is Adult Services Consultant at the Library of Virginia, where he helps public libraries across the Commonwealth plan and develop services for adult library users. He earned his MSLS from The Catholic University of America School of Library and Information Science in 1997 and then worked at the Williamsburg Regional Library for 24 years, starting off as a reference librarian and then as readers’ services librarian. In 2001, he became Adult Services Director, and in 2012 was appointed Digital Services Director, where he served until 2014 when he was appointed Director of Special Projects and Technical Services. Barry is past-president of the American Library Association’s Reference and User Services Association (RUSA). He edited the readers’ advisory column for Reference and User Services Quarterly (RUSQ) from 2004-2012 and served as editor-in-chief of RUSQ from 2012-2018. He was the series editor for Libraries Unlimited’s Read On series and author of Read On . . . Crime Fiction (2008), and has contributed articles or chapters to numerous publications, including The Encyclopedia of Library and Information Science, Reference Reborn (Libraries Unlimited, 2010), Journal of Library Administration, and Research-Based Readers’ Advisory (ALA Editions, 2008). Barry has presented programs at the American Library Association annual conference, the Public Library Association conference, and the Virginia Library Association conference and for library systems throughout the country.Location: Online via Zoom
Accessibility Initiatives at NC State Libraries
7/13/2023
Accessibility is having a moment. More than ever, libraries are embracing the reality that if you have users, you have users with disabilities. Making our services, resources, and spaces accessible is everyone’s responsibility, and we all have unique skills to contribute to solving our library’s accessibility challenges. We’ll share what we’ve been doing at NC State University Libraries, from ebooks assessments to sensory friendly maps to squashing 300,000+ web accessibility errors. We hope this presentation will meet you wherever you are on your accessibility journey and give you some ideas about things you and your colleagues might do to make your libraries more accessible for everyone in your community.
Learning Objectives
Robin Camille Davis is the Associate Head of User Experience at NC State University Libraries, where she coordinates content strategy, advocates for accessible practices, and conducts user research. She is the chair of the Libraries Accessibility Committee. In 2022, she was honored with a Movers & Shakers Award from Library Journal.
Beth Ashmore is the Associate Head of Acquisitions & Discovery (Serials) at NC State University Libraries. She has worked on accessibility in libraries through a collaboration with Lyrasis to present the findings of their 2019 Accessibility Survey white paper and by representing ASERL to the Library Accessibility Alliance where she has served on the e-resource testing and training committees. She is also the co-author of The Librarian’s Guide to Negotiation.
Location: Online via Zoom
7/13/2023
Accessibility is having a moment. More than ever, libraries are embracing the reality that if you have users, you have users with disabilities. Making our services, resources, and spaces accessible is everyone’s responsibility, and we all have unique skills to contribute to solving our library’s accessibility challenges. We’ll share what we’ve been doing at NC State University Libraries, from ebooks assessments to sensory friendly maps to squashing 300,000+ web accessibility errors. We hope this presentation will meet you wherever you are on your accessibility journey and give you some ideas about things you and your colleagues might do to make your libraries more accessible for everyone in your community.
Learning Objectives
- Understand why accessibility matters to libraries.
- Identify resources available to begin making your library more accessible.
- Connect efforts at NC State with efforts you could implement at your library
Robin Camille Davis is the Associate Head of User Experience at NC State University Libraries, where she coordinates content strategy, advocates for accessible practices, and conducts user research. She is the chair of the Libraries Accessibility Committee. In 2022, she was honored with a Movers & Shakers Award from Library Journal.Beth Ashmore is the Associate Head of Acquisitions & Discovery (Serials) at NC State University Libraries. She has worked on accessibility in libraries through a collaboration with Lyrasis to present the findings of their 2019 Accessibility Survey white paper and by representing ASERL to the Library Accessibility Alliance where she has served on the e-resource testing and training committees. She is also the co-author of The Librarian’s Guide to Negotiation.Location: Online via Zoom
Accessibility Initiatives at NC State Libraries
7/13/2023
Recorded 7/13/23
Accessibility is having a moment. More than ever, libraries are embracing the reality that if you have users, you have users with disabilities. Making our services, resources, and spaces accessible is everyone’s responsibility, and we all have unique skills to contribute to solving our library’s accessibility challenges. We’ll share what we’ve been doing at NC State University Libraries, from ebooks assessments to sensory friendly maps to squashing 300,000+ web accessibility errors. We hope this presentation will meet you wherever you are on your accessibility journey and give you some ideas about things you and your colleagues might do to make your libraries more accessible for everyone in your community.
Learning Objectives
Robin Camille Davis is the Associate Head of User Experience at NC State University Libraries, where she coordinates content strategy, advocates for accessible practices, and conducts user research. She is the chair of the Libraries Accessibility Committee. In 2022, she was honored with a Movers & Shakers Award from Library Journal.
Beth Ashmore is the Associate Head of Acquisitions & Discovery (Serials) at NC State University Libraries. She has worked on accessibility in libraries through a collaboration with Lyrasis to present the findings of their 2019 Accessibility Survey white paper and by representing ASERL to the Library Accessibility Alliance where she has served on the e-resource testing and training committees. She is also the co-author of The Librarian’s Guide to Negotiation.
Location: Online via Zoom
7/13/2023
Recorded 7/13/23Accessibility is having a moment. More than ever, libraries are embracing the reality that if you have users, you have users with disabilities. Making our services, resources, and spaces accessible is everyone’s responsibility, and we all have unique skills to contribute to solving our library’s accessibility challenges. We’ll share what we’ve been doing at NC State University Libraries, from ebooks assessments to sensory friendly maps to squashing 300,000+ web accessibility errors. We hope this presentation will meet you wherever you are on your accessibility journey and give you some ideas about things you and your colleagues might do to make your libraries more accessible for everyone in your community.
Learning Objectives
- Understand why accessibility matters to libraries.
- Identify resources available to begin making your library more accessible.
- Connect efforts at NC State with efforts you could implement at your library
Robin Camille Davis is the Associate Head of User Experience at NC State University Libraries, where she coordinates content strategy, advocates for accessible practices, and conducts user research. She is the chair of the Libraries Accessibility Committee. In 2022, she was honored with a Movers & Shakers Award from Library Journal.Beth Ashmore is the Associate Head of Acquisitions & Discovery (Serials) at NC State University Libraries. She has worked on accessibility in libraries through a collaboration with Lyrasis to present the findings of their 2019 Accessibility Survey white paper and by representing ASERL to the Library Accessibility Alliance where she has served on the e-resource testing and training committees. She is also the co-author of The Librarian’s Guide to Negotiation.Location: Online via Zoom
Intergenerational Collaboration: In Diversity, We Trust!
7/19/2023
The five generations currently represented in the workforce have their own world view and attitude toward work and life. Oftentimes, each generation's unique approach and/or generational stereotypes create friction among individuals and teams. This fun, interactive workshop will explore how unique views of each generation may impact an individual's approach to work, discuss the harmful effects of generational stereotypes, and identify leadership strategies to leverage the collective strength in generational diversity.
Learning Objectives:
Ellen Procida is the Operations Manager in the Superior Court of New Jersey, Cape May County. She has worked in various roles throughout her 26 years with the courts including ombudsman, training coordinator, team leader, and probation officer. Ellen has a Master Degree of Arts in Human Resources and Training Development from Seton Hall University and a Bachelor Degree of Arts in Criminal Justice from Stockton University. Ellen brings her passion for leadership and learning to every training session she facilitates.
Location: Online via Zoom
7/19/2023
The five generations currently represented in the workforce have their own world view and attitude toward work and life. Oftentimes, each generation's unique approach and/or generational stereotypes create friction among individuals and teams. This fun, interactive workshop will explore how unique views of each generation may impact an individual's approach to work, discuss the harmful effects of generational stereotypes, and identify leadership strategies to leverage the collective strength in generational diversity.
Learning Objectives:
- Explore how formative events in generational year spans may impact individual perspective
- Discuss the harmful effects of generational stereotypes in the workplace
- Identify strategies to leverage the collective strength of generational diversity
Ellen Procida is the Operations Manager in the Superior Court of New Jersey, Cape May County. She has worked in various roles throughout her 26 years with the courts including ombudsman, training coordinator, team leader, and probation officer. Ellen has a Master Degree of Arts in Human Resources and Training Development from Seton Hall University and a Bachelor Degree of Arts in Criminal Justice from Stockton University. Ellen brings her passion for leadership and learning to every training session she facilitates.Location: Online via Zoom
Intergenerational Collaboration: In Diversity, We Trust!
7/19/2023
Recorded 7/19/23
The five generations currently represented in the workforce have their own world view and attitude toward work and life. Oftentimes, each generation's unique approach and/or generational stereotypes create friction among individuals and teams. This fun, interactive workshop will explore how unique views of each generation may impact an individual's approach to work, discuss the harmful effects of generational stereotypes, and identify leadership strategies to leverage the collective strength in generational diversity.
Learning Objectives:
Ellen Procida is the Operations Manager in the Superior Court of New Jersey, Cape May County. She has worked in various roles throughout her 26 years with the courts including ombudsman, training coordinator, team leader, and probation officer. Ellen has a Master Degree of Arts in Human Resources and Training Development from Seton Hall University and a Bachelor Degree of Arts in Criminal Justice from Stockton University. Ellen brings her passion for leadership and learning to every training session she facilitates.
Location: Online via Zoom
7/19/2023
Recorded 7/19/23The five generations currently represented in the workforce have their own world view and attitude toward work and life. Oftentimes, each generation's unique approach and/or generational stereotypes create friction among individuals and teams. This fun, interactive workshop will explore how unique views of each generation may impact an individual's approach to work, discuss the harmful effects of generational stereotypes, and identify leadership strategies to leverage the collective strength in generational diversity.
Learning Objectives:
- Explore how formative events in generational year spans may impact individual perspective
- Discuss the harmful effects of generational stereotypes in the workplace
- Identify strategies to leverage the collective strength of generational diversity
Ellen Procida is the Operations Manager in the Superior Court of New Jersey, Cape May County. She has worked in various roles throughout her 26 years with the courts including ombudsman, training coordinator, team leader, and probation officer. Ellen has a Master Degree of Arts in Human Resources and Training Development from Seton Hall University and a Bachelor Degree of Arts in Criminal Justice from Stockton University. Ellen brings her passion for leadership and learning to every training session she facilitates.Location: Online via Zoom
Empowering Communities: Social Workers in Libraries
8/1/2023
Location: Online via Zoom
8/1/2023
In an era where public libraries are evolving into vibrant community centers, the need for comprehensive and inclusive support services has become increasingly apparent. This webinar is designed to explore the integration of social work professionals into library settings to enhance the overall well-being of library patrons and strengthen community connections. You will hear from both administration and the social workers on staff.
Learning Objectives:
- Insights into why the library decided to hire a social worker
- Process to hire a social worker
- Building community partnerships and outreach
- Supporting patrons and staff with restorative solutions
- Linking customers to area resources
Presenters:
Enda Bracken is the Branch Services Director for the east side of Cuyahoga County Public Library. He works closely with the 7 branch managers who oversee 9 branches. Enda has previously worked for Dublin Public Libraries in Ireland, The Free Library of Philadelphia, Mentor Public Library and Willoughby-Eastlake Public Library.
Byanta Spencer, LISW-S, CCTP, Social Work Manager, Cuyahoga County Public Library
Bryanta L. Spencer is a licensed independent Social Worker and founder of Fortitude Wellness and Consultations LLC where she provides psychotherapy and professional development training. She holds certifications as a Clinical Trauma Professional and Mental Health First Aider. To compliment her passion for helping others and rooting for the underdog, she completed her undergraduate studies at The Ohio State University earning dual degrees in Social Work and Communications with a minor in Criminology. She also holds a Master of Science in Social Administration from Case Western Reserve University. Currently, she is serving as the Social Work Manager of Cuyahoga County Public library. Social services being provided in libraries is a growing trend and she is the first Social Worker in Cuyahoga County to be employed by a library system.
Deborah McCullough , Chief of Operations, Public Library of Youngstown and Mahoning County
As part of the Administrative Leadership Team, the COO has oversight of public services operations and buildings—staffing, hours of operation, management of a group of administrative team members that include the Director of Facilities and Maintenance, the Technical Services Manager ( including all materials acquisitions and processing), the public services managers and coordinators responsible for Main Library and all branch supervisors, and most recently the social worker who is a valued member of our team. She is also the staff representative for the Building and Sites committee of the Board of Trustees. She s in all building and renovation projects for PLYMC.
Jim Young is the Social Work Specialist for the Public Library of Youngstown and Mahoning County which consists of 14 active branches. Jim has 18 years of experience and has worked in various community mental health settings providing therapy and intervention techniques to children, adolescents, and adults. He is active in helping the library’s patrons in finding assistance for their various needs like shelter, benefits, and community agency access. In addition, Jim has experience working as a social worker for home health agencies and hospice providers. Jim has been vocal in helping to provide library staff with De-Escalation techniques for dealing with difficult situations and patrons. Prior to obtaining his Masters of Social Work degree from Youngstown State University, Jim worked for the state of Ohio aiding veterans with barriers to employment. Jim is licensed by the Counselor and Social Work Board in Ohio to practice as a LISW with Supervisor designation. He resides in Rogers Ohio with his therapy dogs Kirby, Katie, Loki, and Tonks that accompany him to work and help provide therapeutic benefits to those who need it.
Location: Online via Zoom
Empowering Communities: Social Workers in Libraries
8/1/2023
Location: Online via Zoom
8/1/2023
Recorded 8/2/23
In an era where public libraries are evolving into vibrant community centers, the need for comprehensive and inclusive support services has become increasingly apparent. This webinar is designed to explore the integration of social work professionals into library settings to enhance the overall well-being of library patrons and strengthen community connections. You will hear from both administration and the social workers on staff.
Learning Objectives:
- Insights into why the library decided to hire a social worker
- Process to hire a social worker
- Building community partnerships and outreach
- Supporting patrons and staff with restorative solutions
- Linking customers to area resources
Presenters:
Enda Bracken is the Branch Services Director for the east side of Cuyahoga County Public Library. He works closely with the 7 branch managers who oversee 9 branches. Enda has previously worked for Dublin Public Libraries in Ireland, The Free Library of Philadelphia, Mentor Public Library and Willoughby-Eastlake Public Library.
Byanta Spencer, LISW-S, CCTP, Social Work Manager, Cuyahoga County Public Library
Bryanta L. Spencer is a licensed independent Social Worker and founder of Fortitude Wellness and Consultations LLC where she provides psychotherapy and professional development training. She holds certifications as a Clinical Trauma Professional and Mental Health First Aider. To compliment her passion for helping others and rooting for the underdog, she completed her undergraduate studies at The Ohio State University earning dual degrees in Social Work and Communications with a minor in Criminology. She also holds a Master of Science in Social Administration from Case Western Reserve University. Currently, she is serving as the Social Work Manager of Cuyahoga County Public library. Social services being provided in libraries is a growing trend and she is the first Social Worker in Cuyahoga County to be employed by a library system.
Deborah McCullough , Chief of Operations, Public Library of Youngstown and Mahoning County
As part of the Administrative Leadership Team, the COO has oversight of public services operations and buildings—staffing, hours of operation, management of a group of administrative team members that include the Director of Facilities and Maintenance, the Technical Services Manager ( including all materials acquisitions and processing), the public services managers and coordinators responsible for Main Library and all branch supervisors, and most recently the social worker who is a valued member of our team. She is also the staff representative for the Building and Sites committee of the Board of Trustees. She s in all building and renovation projects for PLYMC.
Jim Young is the Social Work Specialist for the Public Library of Youngstown and Mahoning County which consists of 14 active branches. Jim has 18 years of experience and has worked in various community mental health settings providing therapy and intervention techniques to children, adolescents, and adults. He is active in helping the library’s patrons in finding assistance for their various needs like shelter, benefits, and community agency access. In addition, Jim has experience working as a social worker for home health agencies and hospice providers. Jim has been vocal in helping to provide library staff with De-Escalation techniques for dealing with difficult situations and patrons. Prior to obtaining his Masters of Social Work degree from Youngstown State University, Jim worked for the state of Ohio aiding veterans with barriers to employment. Jim is licensed by the Counselor and Social Work Board in Ohio to practice as a LISW with Supervisor designation. He resides in Rogers Ohio with his therapy dogs Kirby, Katie, Loki, and Tonks that accompany him to work and help provide therapeutic benefits to those who need it.
Location: Online via Zoom
Internal Customer Service: It's More than Just Being Nice!
8/9/2023
You may be surprised to find out that, aside from our regular customers, we also have internal customers...our coworkers! You may be even more surprised to hear that these internal customers are even more important than our regular customers. Being a great coworker (or, providing amazing internal customer service) may seem simple enough but the fact is that it can be a tricky and complex thing to learn. In this workshop you will learn why it is so important to develop the skills of a great coworker and about the four key categories of great internal customer service and you will learn many techniques that you can apply in your daily interactions with your coworkers.
Learning Outcomes:
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over five years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.
Location: Online via Zoom
8/9/2023
You may be surprised to find out that, aside from our regular customers, we also have internal customers...our coworkers! You may be even more surprised to hear that these internal customers are even more important than our regular customers. Being a great coworker (or, providing amazing internal customer service) may seem simple enough but the fact is that it can be a tricky and complex thing to learn. In this workshop you will learn why it is so important to develop the skills of a great coworker and about the four key categories of great internal customer service and you will learn many techniques that you can apply in your daily interactions with your coworkers.
Learning Outcomes:
- You will understand, and be able to explain to others, what internal customer service is and why it is so important.
- You will know the four main skills that are needed to provide great internal customer service and have the tools you need to develop these skills.
- You will learn about the Internal Customer Service Standards that were created by the Mansfield/Richland County Public Library staff, and be able to take these back to your library as an example for creating your own.
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over five years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.Location: Online via Zoom
Internal Customer Service: It's More than Just Being Nice!
8/9/2023
Recorded 8/9/23
You may be surprised to find out that, aside from our regular customers, we also have internal customers...our coworkers! You may be even more surprised to hear that these internal customers are even more important than our regular customers. Being a great coworker (or, providing amazing internal customer service) may seem simple enough but the fact is that it can be a tricky and complex thing to learn. In this workshop you will learn why it is so important to develop the skills of a great coworker and about the four key categories of great internal customer service and you will learn many techniques that you can apply in your daily interactions with your coworkers.
Learning Outcomes:
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over five years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.
Location: Online via Zoom
8/9/2023
Recorded 8/9/23You may be surprised to find out that, aside from our regular customers, we also have internal customers...our coworkers! You may be even more surprised to hear that these internal customers are even more important than our regular customers. Being a great coworker (or, providing amazing internal customer service) may seem simple enough but the fact is that it can be a tricky and complex thing to learn. In this workshop you will learn why it is so important to develop the skills of a great coworker and about the four key categories of great internal customer service and you will learn many techniques that you can apply in your daily interactions with your coworkers.
Learning Outcomes:
- You will understand, and be able to explain to others, what internal customer service is and why it is so important.
- You will know the four main skills that are needed to provide great internal customer service and have the tools you need to develop these skills.
- You will learn about the Internal Customer Service Standards that were created by the Mansfield/Richland County Public Library staff, and be able to take these back to your library as an example for creating your own.
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over five years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.Location: Online via Zoom
Mental Health First Aid
8/23/2023
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
Location: Online via Zoom
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.
8/23/2023
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
- Recognize the potential risk factors and warning signs for a range of mental health problems, including: depression, anxiety/trauma, psychosis and psychotic disorders, substance use disorders, and self-injury
- Use a 5-step action plan to help an individual in crisis connect with appropriate professional help
- Interpret the prevalence of various mental health disorders in the U.S. and the need for reduced negative attitudes in their communities
- Apply knowledge of the appropriate professional, peer, social, and self-help resources available to help someone
Location: Online via Zoom
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.
Day for Public Service-WTCPL
8/24/2023 - 8/24/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.
Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
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:
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.
Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Warren Trumbull County Public Library Library
444 Mahoning Ave.
Warren, OH 44483
There are currently 1 spots remaining out of 39
8/24/2023 - 8/24/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.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.Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Warren Trumbull County Public Library Library
444 Mahoning Ave.
Warren, OH 44483
There are currently 1 spots remaining out of 39
Library Bootcamp: Foundational Principles of Library Service
9/13/2023
While libraries can vary in size, scope, and communities served, all libraries adhere to a set of overarching principles that include a commitment to equitable access, intellectual freedom, patron privacy and confidentiality, and the free expression of ideas. This session will provide an overview of these guiding principles and include examples of how they present in today's libraries.
Learning Objectives:
Jeff Regensburger is currently a Library Consultant and LSTA Coordinator at the State Library of Ohio. In that capacity, he administers the State Libraries' LSTA Grants to States funds and assists libraries who have been awarded LSTA funding. Prior to that, Jeff served 25 years at Worthington Libraries that included time as an Adult Services Librarian, Supervisor, and 12 years as a Library Manager. Over the course of his career, Jeff has served on the State Library’s LSTA Advisory Council, OPLIN’s Content Advisory Committee, and OLC’s Intellectual Freedom Committee. Currently, Jeff serves on the Library Leadership Ohio Planning Committee and the ILEAD Ohio Planning Team.
Jeff earned a Master of Library Science from Kent State University School of Library and Information Science (now known as School of Information) and a Bachelor of Fine Arts from The Ohio State University.
Location: Online via Zoom
9/13/2023
While libraries can vary in size, scope, and communities served, all libraries adhere to a set of overarching principles that include a commitment to equitable access, intellectual freedom, patron privacy and confidentiality, and the free expression of ideas. This session will provide an overview of these guiding principles and include examples of how they present in today's libraries.
Learning Objectives:
- Participants will be able to summarize the foundational tenets of library service as they relate to access and intellectual freedom.
- Participants will be able to identify conditions and situations that might pose challenges to access and intellectual freedom in libraries.
- Participants will be able to appraise their own libraries and work environments and recognize processes that support equitable access and intellectual freedom as well as those processes or procedures that could be improved.
Jeff Regensburger is currently a Library Consultant and LSTA Coordinator at the State Library of Ohio. In that capacity, he administers the State Libraries' LSTA Grants to States funds and assists libraries who have been awarded LSTA funding. Prior to that, Jeff served 25 years at Worthington Libraries that included time as an Adult Services Librarian, Supervisor, and 12 years as a Library Manager. Over the course of his career, Jeff has served on the State Library’s LSTA Advisory Council, OPLIN’s Content Advisory Committee, and OLC’s Intellectual Freedom Committee. Currently, Jeff serves on the Library Leadership Ohio Planning Committee and the ILEAD Ohio Planning Team.Jeff earned a Master of Library Science from Kent State University School of Library and Information Science (now known as School of Information) and a Bachelor of Fine Arts from The Ohio State University.
Location: Online via Zoom
Library Bootcamp: Foundational Principles of Library Service
9/13/2023
Recorded 9/13/23
While libraries can vary in size, scope, and communities served, all libraries adhere to a set of overarching principles that include a commitment to equitable access, intellectual freedom, patron privacy and confidentiality, and the free expression of ideas. This session will provide an overview of these guiding principles and include examples of how they present in today's libraries.
Learning Objectives:
Jeff Regensburger is currently a Library Consultant and LSTA Coordinator at the State Library of Ohio. In that capacity, he administers the State Libraries' LSTA Grants to States funds and assists libraries who have been awarded LSTA funding. Prior to that, Jeff served 25 years at Worthington Libraries that included time as an Adult Services Librarian, Supervisor, and 12 years as a Library Manager. Over the course of his career, Jeff has served on the State Library’s LSTA Advisory Council, OPLIN’s Content Advisory Committee, and OLC’s Intellectual Freedom Committee. Currently, Jeff serves on the Library Leadership Ohio Planning Committee and the ILEAD Ohio Planning Team.
Jeff earned a Master of Library Science from Kent State University School of Library and Information Science (now known as School of Information) and a Bachelor of Fine Arts from The Ohio State University.
Location: Online via Zoom
9/13/2023
Recorded 9/13/23While libraries can vary in size, scope, and communities served, all libraries adhere to a set of overarching principles that include a commitment to equitable access, intellectual freedom, patron privacy and confidentiality, and the free expression of ideas. This session will provide an overview of these guiding principles and include examples of how they present in today's libraries.
Learning Objectives:
- Participants will be able to summarize the foundational tenets of library service as they relate to access and intellectual freedom.
- Participants will be able to identify conditions and situations that might pose challenges to access and intellectual freedom in libraries.
- Participants will be able to appraise their own libraries and work environments and recognize processes that support equitable access and intellectual freedom as well as those processes or procedures that could be improved.
Jeff Regensburger is currently a Library Consultant and LSTA Coordinator at the State Library of Ohio. In that capacity, he administers the State Libraries' LSTA Grants to States funds and assists libraries who have been awarded LSTA funding. Prior to that, Jeff served 25 years at Worthington Libraries that included time as an Adult Services Librarian, Supervisor, and 12 years as a Library Manager. Over the course of his career, Jeff has served on the State Library’s LSTA Advisory Council, OPLIN’s Content Advisory Committee, and OLC’s Intellectual Freedom Committee. Currently, Jeff serves on the Library Leadership Ohio Planning Committee and the ILEAD Ohio Planning Team.Jeff earned a Master of Library Science from Kent State University School of Library and Information Science (now known as School of Information) and a Bachelor of Fine Arts from The Ohio State University.
Location: Online via Zoom
Recognizing Bias
10/3/2023
Various people, institutions and organizations help shape the way we view the world, sometimes in inaccurate ways. Participants will learn to identify implicit and explicit biases and explore strategies for challenging them in ourselves and others.
Learning Objectives:
Location: Online via Zoom
10/3/2023
Various people, institutions and organizations help shape the way we view the world, sometimes in inaccurate ways. Participants will learn to identify implicit and explicit biases and explore strategies for challenging them in ourselves and others.Learning Objectives:
- Understand various concepts around bias
- Develop strategies for counteracting biases you may have
- Identify resources for continued learning and support
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of Diversity, Equity and Inclusion. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Location: Online via Zoom
Recognizing Bias
10/3/2023
Various people, institutions and organizations help shape the way we view the world, sometimes in inaccurate ways. Participants will learn to identify implicit and explicit biases and explore strategies for challenging them in ourselves and others.
Learning Objectives:
Location: Online via Zoom
10/3/2023
Various people, institutions and organizations help shape the way we view the world, sometimes in inaccurate ways. Participants will learn to identify implicit and explicit biases and explore strategies for challenging them in ourselves and others.Learning Objectives:
- Understand various concepts around bias
- Develop strategies for counteracting biases you may have
- Identify resources for continued learning and support
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of Diversity, Equity and Inclusion. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Location: Online via Zoom
Customer Service Academy
10/18/2023 - 10/18/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.
Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
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:
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.
Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Avon Lake Public Library
32649 Electric Blvd.
Avon Lake, OH 44012
There are currently 28 spots remaining out of 50
10/18/2023 - 10/18/2023
Customer service is one of the most frequently requested training topics as it impacts dramatically on a library's ability to serve its community. This is true in a public library, academic library, special or school library and across all levels of staff. In fact, no one in a library is exempt from providing excellent customer service. To that end, NEO-RLS has constructed an Academy which we hope will inspire you to enhance your customer service skills whether you are new to the library scene or an experienced professional. The 2023 Academy includes our popular, pre-COVID, Day for Public Service to be held in four locations as well as three additional webinars.
Below are a list of the sessions. To register click on the location where you would like to attend the in-person event. This will register you for that location and all of the webinars.
Webinar 1
Becoming Good Library Ambassadors
Thursday, January 19, 2023 at 10 am from your desktop
Are you promoting your library the best you can, both inside and outside the library walls? Learn ways that you can better represent your library in your community.
Learning Objectives:
- Empowering you and your whole staff to become good ambassadors
- Preparing for successful contacts within your community
- Enhancing your community's perception of your library
Susan Ungham, former children's associate and retired branch manager with experience in rural, suburban, and urban public libraries; current part-time instructor in Cuyahoga Community College's Encore program for older adults.Webinar 2
Responding to Uncomfortable Situations in the Library Setting
Wednesday, March 1, 2023 at 10 am from your desktop
Many times we are caught off-guard by inappropriate comments and aren’t prepared to respond in the moment. In this session, we provide simple responses for common scenarios, that prepare you to curtail the behavior and make it clear that what is happening is not ok. Learning Objectives:
- Participants will learn how to identify different types of harassment.
- Participants will become empowered to speak up when faced with an uncomfortable situation.
- Participants will leave with several statements they can use in future conversations.
Emily Correa is the Deputy Director for the Campbell County Public Library System. She was a member of the 45th Class of Leadership Lynchburg in 2021, and was named one of Lynchburg Business Magazine's Top 20 Under 40 in 2022. Emily currently serves on the editorial board of Virginia Libraries journal. Previously she was involved in leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, The Power of WE Lynchburg, and the County of Campbell.Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.Webinar 3
Passive-Aggressive Behavior: Sources and Solutions for Library Workspaces
Tuesday, June 13, 2023 at 10 am from your desktop
Passive-aggressive behavior can be maddening. It catches us off guard, causes confusion, resentment, and low morale. What causes it and how can you help prevent it? This webinar will bring together research from multiple fields on how to handle passive-aggressive behavior, with particular tips for librarians. It will also explore the causes of passive-aggressive behavior, the benefits of anger, gender biases around anger, and more.
Learning Objectives:
- How passive-aggressive behavior can be an adaptive trait and encouraged through systems at work, home or in broader society
- Signs and examples of passive-aggressive behavior
- Tips and techniques on how to reframe the behavior and deal with it appropriately whether it is coming from colleagues, patrons, or superiors
- What boundaries are and how they affect our behavior
- Role play examples to more effectively communicate
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.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.Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Tuesday, May 9, 2023-Mentor Public Library-9:30 am - 4:00 pm
Wednesday, May 10, 2023-Medina County District Library-10:00 am - 4:30 pm
Wednesday, October 18, 2023-Avon Lake Public Library-9:30 am-4:00 pm
Thursday, October 19, 2023-Canfield Library-9:30 am - 4:00 pm
Location: Avon Lake Public Library
32649 Electric Blvd.
Avon Lake, OH 44012
There are currently 28 spots remaining out of 50
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:
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
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
Day for Public Service-Canfield
10/19/2023 - 10/19/2023
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:
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.
Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Location: Canfield Library
43 W Main St
Canfield, OH 44406
There are currently 9 spots remaining out of 15
10/19/2023 - 10/19/2023
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.Please select the location where you would like to attend the in-person event from the list below. This will register you for that location and all of the webinars. Lunch is included for the in-person event.
Location: Canfield Library
43 W Main St
Canfield, OH 44406
There are currently 9 spots remaining out of 15
Social-Emotional Learning and the Library
11/2/2023
This social-emotional learning webinar will address your frustration with trying to contain and redirect the boundless energy of young people in the library. You will build a deeper understanding of why youths act the way that they do, and hands-on tools to encourage their best choices. Additionally, you will discover existing programs that actively and effectively build social-emotional intelligence, and inspiration to develop your own.
Learning Objectives:
Adina Bloom Lewkowicz is a social-emotional learning specialist; curriculum consultant; expressive arts teacher, and licensed independent social worker. She is the author of “Teaching Emotional Intelligence: Strategies and Activities for Helping Students make Effective Choices” (Skyhorse, 2016). Ms. Lewkowicz provides trainings, programs, and curricula for schools, and institutions such as the Cuyahoga County Public Library. She is on the SEL 4OH Leadership Team, and also speaks nationally on the use of the expressive arts in education, prevention, and counseling.
Anna Heinz has served with Cuyahoga County Public Library as Literacy and Outreach Librarian, Teen Services Librarian and Children’s Services Supervisor for nearly 20 years. In addition to her MLIS, Anna is a professionally licensed 1-8th grade educator and has extensive training in working with youth that have experienced trauma as an Ohio licensed foster parent.
Location: Online via Zoom
11/2/2023
This social-emotional learning webinar will address your frustration with trying to contain and redirect the boundless energy of young people in the library. You will build a deeper understanding of why youths act the way that they do, and hands-on tools to encourage their best choices. Additionally, you will discover existing programs that actively and effectively build social-emotional intelligence, and inspiration to develop your own.
Learning Objectives:
- Following the webinar, participants will be able to describe the origins of youth's behaviors.
- At the end of the webinar, participants will be able to apply socially-emotionally aware communication tools.
- Upon completion of the webinar, participants will be able to identify library programs that effectively encourage social-emotional intelligence.
Adina Bloom Lewkowicz is a social-emotional learning specialist; curriculum consultant; expressive arts teacher, and licensed independent social worker. She is the author of “Teaching Emotional Intelligence: Strategies and Activities for Helping Students make Effective Choices” (Skyhorse, 2016). Ms. Lewkowicz provides trainings, programs, and curricula for schools, and institutions such as the Cuyahoga County Public Library. She is on the SEL 4OH Leadership Team, and also speaks nationally on the use of the expressive arts in education, prevention, and counseling.Anna Heinz has served with Cuyahoga County Public Library as Literacy and Outreach Librarian, Teen Services Librarian and Children’s Services Supervisor for nearly 20 years. In addition to her MLIS, Anna is a professionally licensed 1-8th grade educator and has extensive training in working with youth that have experienced trauma as an Ohio licensed foster parent.Location: Online via Zoom
Social-Emotional Learning and the Library
11/2/2023
Recorded 11/2/2023
This social-emotional learning webinar will address your frustration with trying to contain and redirect the boundless energy of young people in the library. You will build a deeper understanding of why youths act the way that they do, and hands-on tools to encourage their best choices. Additionally, you will discover existing programs that actively and effectively build social-emotional intelligence, and inspiration to develop your own.
Learning Objectives:
Adina Bloom Lewkowicz is a social-emotional learning specialist; curriculum consultant; expressive arts teacher, and licensed independent social worker. She is the author of “Teaching Emotional Intelligence: Strategies and Activities for Helping Students make Effective Choices” (Skyhorse, 2016). Ms. Lewkowicz provides trainings, programs, and curricula for schools, and institutions such as the Cuyahoga County Public Library. She is on the SEL 4OH Leadership Team, and also speaks nationally on the use of the expressive arts in education, prevention, and counseling.
Anna Heinz has served with Cuyahoga County Public Library as Literacy and Outreach Librarian, Teen Services Librarian and Children’s Services Supervisor for nearly 20 years. In addition to her MLIS, Anna is a professionally licensed 1-8th grade educator and has extensive training in working with youth that have experienced trauma as an Ohio licensed foster parent.
Location: Online via Zoom
11/2/2023
Recorded 11/2/2023This social-emotional learning webinar will address your frustration with trying to contain and redirect the boundless energy of young people in the library. You will build a deeper understanding of why youths act the way that they do, and hands-on tools to encourage their best choices. Additionally, you will discover existing programs that actively and effectively build social-emotional intelligence, and inspiration to develop your own.
Learning Objectives:
- Following the webinar, participants will be able to describe the origins of youth's behaviors.
- At the end of the webinar, participants will be able to apply socially-emotionally aware communication tools.
- Upon completion of the webinar, participants will be able to identify library programs that effectively encourage social-emotional intelligence.
Adina Bloom Lewkowicz is a social-emotional learning specialist; curriculum consultant; expressive arts teacher, and licensed independent social worker. She is the author of “Teaching Emotional Intelligence: Strategies and Activities for Helping Students make Effective Choices” (Skyhorse, 2016). Ms. Lewkowicz provides trainings, programs, and curricula for schools, and institutions such as the Cuyahoga County Public Library. She is on the SEL 4OH Leadership Team, and also speaks nationally on the use of the expressive arts in education, prevention, and counseling.Anna Heinz has served with Cuyahoga County Public Library as Literacy and Outreach Librarian, Teen Services Librarian and Children’s Services Supervisor for nearly 20 years. In addition to her MLIS, Anna is a professionally licensed 1-8th grade educator and has extensive training in working with youth that have experienced trauma as an Ohio licensed foster parent.Location: Online via Zoom
Youth Mental Health First Aid
11/29/2023
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.
This course will run 9:00 am - 3:00 pm. There will be two hours' worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019.
Location: Online via Zoom
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.
11/29/2023
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.
This course will run 9:00 am - 3:00 pm. There will be two hours' worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019. Location: Online via Zoom
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.
Patron Bashing in Public Libraries: Its Effect on the Professional and the Profession
12/13/2023
We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.
In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.
Learning Objectives:
Location: Online via Zoom
12/13/2023
We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.
In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.
Learning Objectives:
- Several types of patron bashing and its effect on those around you.
- Strategies to avoid contributing to patron bashing and how to respond when you witness it.
- The qualities expected of service-oriented information professionals.
Presenter:
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia, and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Location: Online via Zoom
Patron Bashing in Public Libraries: Its Effect on the Professional and the Profession
12/13/2023
Recorded 12/13/23
We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.
In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.
Learning Objectives:
Location: Online via Zoom
12/13/2023
Recorded 12/13/23We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.
In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.
Learning Objectives:
- Several types of patron bashing and its effect on those around you.
- Strategies to avoid contributing to patron bashing and how to respond when you witness it.
- The qualities expected of service-oriented information professionals.
Presenter:
Dana Bomba is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia, and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.
Location: Online via Zoom
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:
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
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.
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
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:
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
1/24/2024
Recorded on 1/24/24No 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.
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
Building Engagement with Restorative Practices for Teens
4/24/2024
Many libraries react to negative behavior by suspending or restricting services for youth. Leaders at Columbus Metropolitan Library collaborated on restorative practice tools to change that approach. Restorative practices can help strengthen relationships within communities by offering equitable and collaborative responses to behavior. This panel will discuss local successes and challenges with restorative practices and the path forward to weave these ideas into the culture of libraries.
Learning Objectives:
Lea Mathis serves as the Branch Manager at the Driving Park Branch of Columbus Metropolitan Library and is driven by a deep commitment to equity, diversity, and inclusion (EDI). Lea, motivated by her own early challenges with reading and her local library, has been able to help in rolling out Restorative Practices at CML and support branches in maintaining the work. She hopes this work will resonate with the community and leave a lasting impact on the literary landscape.
Summer Sherman is Manager of the Northern Lights Branch of Columbus Metropolitan Library. She obtained her M.Ed. in Integrated Language Arts from the Ohio State University and channeled her passion for education and youth advocacy into a career in public libraries. Summer contributed to the formal rollout of Restorative Practices at Columbus Metropolitan Library as a member of their Teens & Security Taskforce.
Heather West is Manager of the Parsons Branch of Columbus Metropolitan Library. She attended Kent State University where she earned her M.L.I.S. with a specialization in youth services. Heather has worked at several Columbus library locations in circulation, reference, and supervisory roles. Her passion centers on creating an accessible, accepting, and inviting library environment for everyone in the community. Heather joined the Teens & Security Taskforce and contributed to the development and implementation of Restorative Practices at Columbus Metropolitan Library.
Location: Online via Zoom
4/24/2024
Many libraries react to negative behavior by suspending or restricting services for youth. Leaders at Columbus Metropolitan Library collaborated on restorative practice tools to change that approach. Restorative practices can help strengthen relationships within communities by offering equitable and collaborative responses to behavior. This panel will discuss local successes and challenges with restorative practices and the path forward to weave these ideas into the culture of libraries.
Learning Objectives:
- Understand how restorative practices are both a model for increased engagement and positive incident response with youth.
- Apply practical knowledge to increase youth inclusion and equitable social justice responses.
- Envision and communicate how to incorporate restorative practices into their own processes, policies, and culture to support youth.
Lea Mathis serves as the Branch Manager at the Driving Park Branch of Columbus Metropolitan Library and is driven by a deep commitment to equity, diversity, and inclusion (EDI). Lea, motivated by her own early challenges with reading and her local library, has been able to help in rolling out Restorative Practices at CML and support branches in maintaining the work. She hopes this work will resonate with the community and leave a lasting impact on the literary landscape.Summer Sherman is Manager of the Northern Lights Branch of Columbus Metropolitan Library. She obtained her M.Ed. in Integrated Language Arts from the Ohio State University and channeled her passion for education and youth advocacy into a career in public libraries. Summer contributed to the formal rollout of Restorative Practices at Columbus Metropolitan Library as a member of their Teens & Security Taskforce.Heather West is Manager of the Parsons Branch of Columbus Metropolitan Library. She attended Kent State University where she earned her M.L.I.S. with a specialization in youth services. Heather has worked at several Columbus library locations in circulation, reference, and supervisory roles. Her passion centers on creating an accessible, accepting, and inviting library environment for everyone in the community. Heather joined the Teens & Security Taskforce and contributed to the development and implementation of Restorative Practices at Columbus Metropolitan Library.Location: Online via Zoom
Building Engagement with Restorative Practices for Teens
4/24/2024
Recorded 4/24/24
Many libraries react to negative behavior by suspending or restricting services for youth. Leaders at Columbus Metropolitan Library collaborated on restorative practice tools to change that approach. Restorative practices can help strengthen relationships within communities by offering equitable and collaborative responses to behavior. This panel will discuss local successes and challenges with restorative practices and the path forward to weave these ideas into the culture of libraries.
Learning Objectives:
Lea Mathis serves as the Branch Manager at the Driving Park Branch of Columbus Metropolitan Library and is driven by a deep commitment to equity, diversity, and inclusion (EDI). Lea, motivated by her own early challenges with reading and her local library, has been able to help in rolling out Restorative Practices at CML and support branches in maintaining the work. She hopes this work will resonate with the community and leave a lasting impact on the literary landscape.
Summer Sherman is Manager of the Northern Lights Branch of Columbus Metropolitan Library. She obtained her M.Ed. in Integrated Language Arts from the Ohio State University and channeled her passion for education and youth advocacy into a career in public libraries. Summer contributed to the formal rollout of Restorative Practices at Columbus Metropolitan Library as a member of their Teens & Security Taskforce.
Heather West is Manager of the Parsons Branch of Columbus Metropolitan Library. She attended Kent State University where she earned her M.L.I.S. with a specialization in youth services. Heather has worked at several Columbus library locations in circulation, reference, and supervisory roles. Her passion centers on creating an accessible, accepting, and inviting library environment for everyone in the community. Heather joined the Teens & Security Taskforce and contributed to the development and implementation of Restorative Practices at Columbus Metropolitan Library.
Location: Online via Zoom
4/24/2024
Recorded 4/24/24Many libraries react to negative behavior by suspending or restricting services for youth. Leaders at Columbus Metropolitan Library collaborated on restorative practice tools to change that approach. Restorative practices can help strengthen relationships within communities by offering equitable and collaborative responses to behavior. This panel will discuss local successes and challenges with restorative practices and the path forward to weave these ideas into the culture of libraries.
Learning Objectives:
- Understand how restorative practices are both a model for increased engagement and positive incident response with youth.
- Apply practical knowledge to increase youth inclusion and equitable social justice responses.
- Envision and communicate how to incorporate restorative practices into their own processes, policies, and culture to support youth.
Lea Mathis serves as the Branch Manager at the Driving Park Branch of Columbus Metropolitan Library and is driven by a deep commitment to equity, diversity, and inclusion (EDI). Lea, motivated by her own early challenges with reading and her local library, has been able to help in rolling out Restorative Practices at CML and support branches in maintaining the work. She hopes this work will resonate with the community and leave a lasting impact on the literary landscape.Summer Sherman is Manager of the Northern Lights Branch of Columbus Metropolitan Library. She obtained her M.Ed. in Integrated Language Arts from the Ohio State University and channeled her passion for education and youth advocacy into a career in public libraries. Summer contributed to the formal rollout of Restorative Practices at Columbus Metropolitan Library as a member of their Teens & Security Taskforce.Heather West is Manager of the Parsons Branch of Columbus Metropolitan Library. She attended Kent State University where she earned her M.L.I.S. with a specialization in youth services. Heather has worked at several Columbus library locations in circulation, reference, and supervisory roles. Her passion centers on creating an accessible, accepting, and inviting library environment for everyone in the community. Heather joined the Teens & Security Taskforce and contributed to the development and implementation of Restorative Practices at Columbus Metropolitan Library.Location: Online via Zoom
Youth Mental Health First Aid
4/25/2024
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.
This course will run 9:00 am - 3:00 pm. There will be two hours' worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019.
Location: Online via Zoom
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.
4/25/2024
Youth Mental Health First Aid teaches you how to identify, understand and respond to signs of mental illness and substance use disorders in youth. This 6-hour training gives adults who work with youth the skills they need to reach out and provide initial support to children and adolescents (ages 6-18) who may be developing a mental health or substance use problem and help connect them to the appropriate care.
This course will run 9:00 am - 3:00 pm. There will be two hours' worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
Presenter:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019. Location: Online via Zoom
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.
Dynamic Dialogue: Understanding Socio-economic Diversity and Uplifting Underserved Communities
5/9/2024
Jami Lee Harris is the Adult Education Services Corrections Specialist for Aspire Greater Cleveland, a department within the Cuyahoga County Public Library, where she coordinates all educational programing for five corrections and reentry facilities. Jami is responsible for teaching classes, scheduling instructors, and managing a variety of grants and reporting requirements.
IIA (International Institute of Akron) 101 and Inclusion in the Library
Join us for an informative presentation by the International Institute of Akron as they delve into their comprehensive array of services designed to support immigrants and refugees, from facilitating housing, education, and workforce training, to providing social services and legal assistance. Gain insights into different immigration statuses and understand the journey refugees and asylees undertake to reach Akron. Additionally, discover strategies for fostering inclusivity in libraries to create welcoming environments for refugees and immigrants.
Presenter:
Liv Randall is the Communications and Development Specialist at the International Institute of Akron. Her roles include external communications, such as updating IIA’s social media, blog, and newsletters, as well as applying for grant funding on behalf of IIA and community outreach. Prior to joining IIA, Liv worked at a refugee resettlement agency in Cleveland for multiple years, giving her experience with resettlement services in Northeast Ohio as a whole. Liv graduated from the Ohio State University in 2020 with a Bachelor of Arts in International Relations and Middle East Studies.
Community ESL Classes at Public Libraries: The Why and How
We know that libraries are safe spaces that welcome all people. Places that can be particularly helpful for refugees and new Americans to come for resources and support. Public libraries, in particular, are at a unique advantage in reaching underserved adult ESL learners. It's already happening. Libraries are hosting ESL conversation groups, citizenship classes, and language tutoring. But how do we best increase our effectiveness and reach? In this session, we will discuss how ESL language programming can enrich a library’s relationship with our immigrant neighbors and increase equitable access to resources through addressing the language barrier. Join us to learn about a new community ESL class curriculum developed by Ohio ESL professionals for public libraries which is editable to be city-specific and built on information that newcomers need. This student-centered curriculum can fit a variety of English proficiency levels and focuses on community building and life skills. In this session you will learn more about the different ways public libraries can adapt to fulfill the needs of English language learners in our growing communities.
Presenter:
Dr. Gabriela Pickett is the Newest American Specialist for the Dayton Metro Library. Gabriela is an immigrant and English leaner. She provides support to immigrants by promoting equity and access to resources including teaching English as a second language. She also empowers people by facilitating cultural celebrations that will allow them to experience their own culture. One of her responsibilities is to multiply the potential of the community through engagement. “My job is evidence that the libraries of today go beyond having just books. We pay attention to the ever-changing needs of our newest community, and we try to meet them.” Gabriela created a Dayton-centric-content based ELL curriculum to help people learn English and connect them to the resources they need. The program is in its second year and has demonstrated ongoing success.
Watch for more sessions to be added soon.
Location: Hilton Garden Inn
8971 Wilcox Dr
Twinsburg, OH 44087
Online Registration has closed for this event
5/9/2024
2024 Dynamic Dialogue: Understanding Socio-economic Diversity and Uplifting Underserved Communities, is an event aimed at helping libraries better serve diverse socio-economic and marginalized groups. Attendees will explore practical strategies to promote inclusivity and social equity within their library services. The day-long format of the conference will include a poverty simulation in the morning, breakout sessions in the afternoon, and will conclude with a Q&A. Breakout sessions will be scheduled so that every attendee may attend two different sessions.
Join us for a thought-provoking morning session featuring a poverty simulation. Through this immersive experience, gain invaluable insights into the daily challenges faced by individuals living in poverty. It's an opportunity to cultivate empathy and gain understanding, both of which are crucial for effective community engagement. More information coming soon.
Afternoon Breakouts:
Serving the Incarcerated and Beyond a Panel Discussion
Unlocking Potential: The Transformative Impact of Adult Education in Correctional Settings
For individuals, the absence of a high school diploma restricts access to higher education, training, and employment opportunities. Yet, for formerly incarcerated individuals, these educational deficiencies are compounded by numerous barriers and the enduring stigma they confront upon reintegration into their communities and the workforce. Returning citizens with limited education often encounter financial constraints and lack social support systems upon release, increasing their susceptibility to recidivism rather than successful community reintegration. Education plays a pivotal role in empowering individuals, expanding opportunities, and restoring self-esteem and social competency. Through strategic partnerships with nonprofit and governmental entities, the Cuyahoga County Public Library has been uniquely positioned to offer such programs within correctional facilities and community settings. This presentation will showcase the transformative impact of adult education initiatives within correctional institutions across Cuyahoga County.
Join us for a thought-provoking morning session featuring a poverty simulation. Through this immersive experience, gain invaluable insights into the daily challenges faced by individuals living in poverty. It's an opportunity to cultivate empathy and gain understanding, both of which are crucial for effective community engagement. More information coming soon.
Afternoon Breakouts:
Serving the Incarcerated and Beyond a Panel Discussion
Unlocking Potential: The Transformative Impact of Adult Education in Correctional Settings
For individuals, the absence of a high school diploma restricts access to higher education, training, and employment opportunities. Yet, for formerly incarcerated individuals, these educational deficiencies are compounded by numerous barriers and the enduring stigma they confront upon reintegration into their communities and the workforce. Returning citizens with limited education often encounter financial constraints and lack social support systems upon release, increasing their susceptibility to recidivism rather than successful community reintegration. Education plays a pivotal role in empowering individuals, expanding opportunities, and restoring self-esteem and social competency. Through strategic partnerships with nonprofit and governmental entities, the Cuyahoga County Public Library has been uniquely positioned to offer such programs within correctional facilities and community settings. This presentation will showcase the transformative impact of adult education initiatives within correctional institutions across Cuyahoga County.
Presenter:
Jami Lee Harris is the Adult Education Services Corrections Specialist for Aspire Greater Cleveland, a department within the Cuyahoga County Public Library, where she coordinates all educational programing for five corrections and reentry facilities. Jami is responsible for teaching classes, scheduling instructors, and managing a variety of grants and reporting requirements.Before starting her position at Aspire, Jami spent four years building and expanding the Corrections Education program at Project Learn, Greater Cleveland's oldest community-based youth and adult basic education program. After a successful merger of Project Learn and the Cuyahoga County Public Library, Jami was able to continue her work in corrections education on a much larger scale.
When she’s not teaching, Jami enjoys reading fantasy novels, tabletop gaming, and attending weekend-long music and cultural festivals.
Serving the Incarcerated and Their Families
Serving every patron in a rural community, including the incarcerated and their families, can be both a challenge and a reward! Join the team from the Conneaut Public Library as they describe their organizational relationship and share tips on how to provide library resources to not only those living in correctional institutions, but also to the families affected.
Presenter:
Kathy Zappitello, Executive Director at Conneaut Public Library
In addition to her role as Executive Director, Kathy is a past president of ARSL, the Association for Rural & Small Libraries. With over 20 years of experience, she has displayed courageous commitment to leadership paired with a genuine passion for empowering others, all within the framework of rural library service.
Serving every patron in a rural community, including the incarcerated and their families, can be both a challenge and a reward! Join the team from the Conneaut Public Library as they describe their organizational relationship and share tips on how to provide library resources to not only those living in correctional institutions, but also to the families affected.
Presenter:
Kathy Zappitello, Executive Director at Conneaut Public LibraryIn addition to her role as Executive Director, Kathy is a past president of ARSL, the Association for Rural & Small Libraries. With over 20 years of experience, she has displayed courageous commitment to leadership paired with a genuine passion for empowering others, all within the framework of rural library service.
IIA (International Institute of Akron) 101 and Inclusion in the Library
Join us for an informative presentation by the International Institute of Akron as they delve into their comprehensive array of services designed to support immigrants and refugees, from facilitating housing, education, and workforce training, to providing social services and legal assistance. Gain insights into different immigration statuses and understand the journey refugees and asylees undertake to reach Akron. Additionally, discover strategies for fostering inclusivity in libraries to create welcoming environments for refugees and immigrants.
Presenter:
Liv Randall is the Communications and Development Specialist at the International Institute of Akron. Her roles include external communications, such as updating IIA’s social media, blog, and newsletters, as well as applying for grant funding on behalf of IIA and community outreach. Prior to joining IIA, Liv worked at a refugee resettlement agency in Cleveland for multiple years, giving her experience with resettlement services in Northeast Ohio as a whole. Liv graduated from the Ohio State University in 2020 with a Bachelor of Arts in International Relations and Middle East Studies.Community ESL Classes at Public Libraries: The Why and How
We know that libraries are safe spaces that welcome all people. Places that can be particularly helpful for refugees and new Americans to come for resources and support. Public libraries, in particular, are at a unique advantage in reaching underserved adult ESL learners. It's already happening. Libraries are hosting ESL conversation groups, citizenship classes, and language tutoring. But how do we best increase our effectiveness and reach? In this session, we will discuss how ESL language programming can enrich a library’s relationship with our immigrant neighbors and increase equitable access to resources through addressing the language barrier. Join us to learn about a new community ESL class curriculum developed by Ohio ESL professionals for public libraries which is editable to be city-specific and built on information that newcomers need. This student-centered curriculum can fit a variety of English proficiency levels and focuses on community building and life skills. In this session you will learn more about the different ways public libraries can adapt to fulfill the needs of English language learners in our growing communities.
Presenter:
Dr. Gabriela Pickett is the Newest American Specialist for the Dayton Metro Library. Gabriela is an immigrant and English leaner. She provides support to immigrants by promoting equity and access to resources including teaching English as a second language. She also empowers people by facilitating cultural celebrations that will allow them to experience their own culture. One of her responsibilities is to multiply the potential of the community through engagement. “My job is evidence that the libraries of today go beyond having just books. We pay attention to the ever-changing needs of our newest community, and we try to meet them.” Gabriela created a Dayton-centric-content based ELL curriculum to help people learn English and connect them to the resources they need. The program is in its second year and has demonstrated ongoing success.Watch for more sessions to be added soon.
Location: Hilton Garden Inn
8971 Wilcox Dr
Twinsburg, OH 44087
Online Registration has closed for this event
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:
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
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 websitewww.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
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: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
6/5/2024
Recorded 6/5/24Difficult 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 websitewww.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
Mental Health First Aid
6/13/2024
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019.
Location: Online via Zoom
There are currently 11 spots remaining out of 30
6/13/2024
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
- Recognize the potential risk factors and warning signs for a range of mental health problems, including: depression, anxiety/trauma, psychosis and psychotic disorders, substance use disorders, and self-injury
- Use a 5-step action plan to help an individual in crisis connect with appropriate professional help
- Interpret the prevalence of various mental health disorders in the U.S. and the need for reduced negative attitudes in their communities
- Apply knowledge of the appropriate professional, peer, social, and self-help resources available to help someone
Jeremy Streem is an award winning MHFA instructor within the Ohio Army National Guard and the Northeast Ohio VA Medical Center. Jeremy also provides MHFA training to communities at large with the Ohio Suicide Prevention Foundation. Jeremy has been a member of the Ohio Army National Guard for over 22 years, including 1 deployment, achieving the rank of Sergeant First Class and specializing in supporting other Soldiers in need. Jeremy is also a Master Resilience Trainer, certified through the University of Pennsylvania, and has taught Resilience and Effective Communication strategies to over 2,500 Soldiers as well as the general public. SFC Streem's military experience and education allows him to teach MHFA within the VA, Ohio National Guard, and local communities, providing a Veteran's perspective to the unique challenges of supporting and caring for our military population. Jeremy was recognized by the National Council for Behavioral Health as one of the Top Veterans Mental Health First Aid Instructors for both 2018 and 2019, as well as the Top Mental Health First Aid instructor in the State of Ohio in 2019. Location: Online via Zoom
There are currently 11 spots remaining out of 30
Empathic Design: Center Your Library with Empathy, Compassion, and Purpose
7/10/2024
Jennifer Blair is the Head of User Services and Assistant Professor at Azusa Pacific University. Her role is dedicated to the user experience, including marketing the library, and teaching. She has extensive experience teaching online courses in design and computer literacy. Jennifer holds a B.A. in Graphic Design, a M.A in Education with an emphasis in Educational Multimedia, and a M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for students.
Location: Online via Zoom
7/10/2024
Empathic design, often referred to as empathetic design, takes a user-centered approach with empathy and compassion towards your user. Through observation and listening, empathic design calls libraries to analyze and apply what users need with empathy and purpose. Through visualization and creativity, you will develop knowledge and skills to identify critical needs of your library. Counter to individualistic ideals and gratifications, you will learn the importance of seeing the library through the eyes of others with compassion and grace, putting aside preconceived notions to establish a library that seeks solutions to the problems of the people they serve.
Learning Objectives:
- Learn empathy skills and translate it to empathic design.
- Find deeper meaning to people’s needs through observation and motivations.
- Discover and identify behavior to influence problems and solutions.
- Develop creativity and practical application in empathic design.
Jennifer Blair is the Head of User Services and Assistant Professor at Azusa Pacific University. Her role is dedicated to the user experience, including marketing the library, and teaching. She has extensive experience teaching online courses in design and computer literacy. Jennifer holds a B.A. in Graphic Design, a M.A in Education with an emphasis in Educational Multimedia, and a M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for students.
Location: Online via Zoom
Empathic Design: Center Your Library with Empathy, Compassion, and Purpose
7/10/2024
Jennifer Blair is the Head of User Services and Assistant Professor at Azusa Pacific University. Her role is dedicated to the user experience, including marketing the library, and teaching. She has extensive experience teaching online courses in design and computer literacy. Jennifer holds a B.A. in Graphic Design, a M.A in Education with an emphasis in Educational Multimedia, and a M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for students.
Location: Online via Zoom
7/10/2024
Recorded 7/10/24
Empathic design, often referred to as empathetic design, takes a user-centered approach with empathy and compassion towards your user. Through observation and listening, empathic design calls libraries to analyze and apply what users need with empathy and purpose. Through visualization and creativity, you will develop knowledge and skills to identify critical needs of your library. Counter to individualistic ideals and gratifications, you will learn the importance of seeing the library through the eyes of others with compassion and grace, putting aside preconceived notions to establish a library that seeks solutions to the problems of the people they serve.
Learning Objectives:
- Learn empathy skills and translate it to empathic design.
- Find deeper meaning to people’s needs through observation and motivations.
- Discover and identify behavior to influence problems and solutions.
- Develop creativity and practical application in empathic design.
Jennifer Blair is the Head of User Services and Assistant Professor at Azusa Pacific University. Her role is dedicated to the user experience, including marketing the library, and teaching. She has extensive experience teaching online courses in design and computer literacy. Jennifer holds a B.A. in Graphic Design, a M.A in Education with an emphasis in Educational Multimedia, and a M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for students.
Location: Online via Zoom
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
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
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
7/31/2024
Recorded 731/24Everyone 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
Engaging with Teens Beyond Your Teen Library Staff
8/15/2024
This interactive presentation will foster library staff confidence in engaging with community youth by addressing common challenges faced in the workplace. It will also cover best practices through the lens of mental health and social justice.
Learning objectives:
Maggie Gall-Maynard (she/her/hers) has a BA from Evergreen State College in Olympia, WA and a MLIS, with a focus in youth librarianship, from Kent State University in Kent, OH. Maggie has served youth patrons in public libraries in Columbus, OH, Syracuse, NY, West Carrollton, OH and is currently a School Library Media Specialist at Tippecanoe Middle School in Tipp City, OH. She is also certified with Youth Mental Health First Aid through the National Council for Mental Wellbeing. In her free time, she enjoys reading, crafting, and hiking with her husband, David, and daughter, Aspasia. Email: mgallmaynard@tippcity.k12.oh.us Instagram: MrsMaggieLovesBooks
Amanda Feuerstein (she/her/hers) has a B.A. and M.A. in Spanish from Bowling Green State University in Bowling Green, OH. Amanda taught Spanish at a college level for four years and then high school Spanish for seven years. Post-pandemic she made the switch to being an Information Services Assistant at Dayton Metro Library’s West Carrollton Branch in West Carrollton, OH. She is currently studying for her MLIS at IUPUI.
Location: Online
Via Zoom
8/15/2024
This interactive presentation will foster library staff confidence in engaging with community youth by addressing common challenges faced in the workplace. It will also cover best practices through the lens of mental health and social justice.
Learning objectives:
- At the end of this session, participants will be able to collaborate effectively as part of a professional team to more confidently engage with youth patrons.
- At the end of this session, participants will be able to better analyze their system’s code of conduct and how it addresses behavior with a social justice lens.
- At the end of this session, participants will be able to engage responsibly and sensitively when mental health issues arise.
Maggie Gall-Maynard (she/her/hers) has a BA from Evergreen State College in Olympia, WA and a MLIS, with a focus in youth librarianship, from Kent State University in Kent, OH. Maggie has served youth patrons in public libraries in Columbus, OH, Syracuse, NY, West Carrollton, OH and is currently a School Library Media Specialist at Tippecanoe Middle School in Tipp City, OH. She is also certified with Youth Mental Health First Aid through the National Council for Mental Wellbeing. In her free time, she enjoys reading, crafting, and hiking with her husband, David, and daughter, Aspasia. Email: mgallmaynard@tippcity.k12.oh.us Instagram: MrsMaggieLovesBooksAmanda Feuerstein (she/her/hers) has a B.A. and M.A. in Spanish from Bowling Green State University in Bowling Green, OH. Amanda taught Spanish at a college level for four years and then high school Spanish for seven years. Post-pandemic she made the switch to being an Information Services Assistant at Dayton Metro Library’s West Carrollton Branch in West Carrollton, OH. She is currently studying for her MLIS at IUPUI.Location: Online
Via Zoom
Engaging with Teens Beyond Your Teen Library Staff
8/15/2024
Recorded 8/15/24
This interactive presentation will foster library staff confidence in engaging with community youth by addressing common challenges faced in the workplace. It will also cover best practices through the lens of mental health and social justice.
Learning objectives:
Maggie Gall-Maynard (she/her/hers) has a BA from Evergreen State College in Olympia, WA and a MLIS, with a focus in youth librarianship, from Kent State University in Kent, OH. Maggie has served youth patrons in public libraries in Columbus, OH, Syracuse, NY, West Carrollton, OH and is currently a School Library Media Specialist at Tippecanoe Middle School in Tipp City, OH. She is also certified with Youth Mental Health First Aid through the National Council for Mental Wellbeing. In her free time, she enjoys reading, crafting, and hiking with her husband, David, and daughter, Aspasia. Email: mgallmaynard@tippcity.k12.oh.us Instagram: MrsMaggieLovesBooks
Amanda Feuerstein (she/her/hers) has a B.A. and M.A. in Spanish from Bowling Green State University in Bowling Green, OH. Amanda taught Spanish at a college level for four years and then high school Spanish for seven years. Post-pandemic she made the switch to being an Information Services Assistant at Dayton Metro Library’s West Carrollton Branch in West Carrollton, OH. She is currently studying for her MLIS at IUPUI.
Location: Online
Via Zoom
8/15/2024
Recorded 8/15/24This interactive presentation will foster library staff confidence in engaging with community youth by addressing common challenges faced in the workplace. It will also cover best practices through the lens of mental health and social justice.
Learning objectives:
- At the end of this session, participants will be able to collaborate effectively as part of a professional team to more confidently engage with youth patrons.
- At the end of this session, participants will be able to better analyze their system’s code of conduct and how it addresses behavior with a social justice lens.
- At the end of this session, participants will be able to engage responsibly and sensitively when mental health issues arise.
Maggie Gall-Maynard (she/her/hers) has a BA from Evergreen State College in Olympia, WA and a MLIS, with a focus in youth librarianship, from Kent State University in Kent, OH. Maggie has served youth patrons in public libraries in Columbus, OH, Syracuse, NY, West Carrollton, OH and is currently a School Library Media Specialist at Tippecanoe Middle School in Tipp City, OH. She is also certified with Youth Mental Health First Aid through the National Council for Mental Wellbeing. In her free time, she enjoys reading, crafting, and hiking with her husband, David, and daughter, Aspasia. Email: mgallmaynard@tippcity.k12.oh.us Instagram: MrsMaggieLovesBooksAmanda Feuerstein (she/her/hers) has a B.A. and M.A. in Spanish from Bowling Green State University in Bowling Green, OH. Amanda taught Spanish at a college level for four years and then high school Spanish for seven years. Post-pandemic she made the switch to being an Information Services Assistant at Dayton Metro Library’s West Carrollton Branch in West Carrollton, OH. She is currently studying for her MLIS at IUPUI.Location: Online
Via Zoom
LGBTQ+ 101 with an Intergenerational Perspective
8/20/2024
The LGBTQ+ 101 training is designed to create a more inclusive and understanding workplace environment by providing participants with foundational knowledge and skills related to the LGBTQ+ community. This session will also incorporate intergenerational aspects of work, identity, and communication. This training aims to foster empathy, respect, and inclusivity towards individuals of diverse sexual orientations and gender identities.
Learning Objectives:
Amanda Cole joined Plexus LGBT + Allied Chamber of Commerce as the first Executive Director in March of 2019. Her work in the non-profit sector began while a student at Antioch College during her first co-op directing an AmeriCorps program serving at-risk youth living in vulnerable communities. Since then she has been a servant leader and community activist. Amanda attended Wright State University where she pursued studies in non-profit management. After graduating she began a successful career in fundraising and development and returned to her alma mater, Antioch College, to run the annual fund and alumni relations departments. Her move to NEO was spurred by a wonderful opportunity to join the Museum of Contemporary Art leading the development department. Additionally, her community involvement and training includes leadership and change facilitation through Points of Light Youth Leadership, People’s Institute for Undoing Racism, and Nonprofit Leadership Alliance.
An avid reader and consumer of podcasts, Amanda has been most inspired by Encyclopedia Brown to choose her own adventure.
Dr. Jennifer E. Bosco (she/her) brings 20+ years of expertise in areas of business development, workplace culture, and inclusive practices. Jennifer serves as the founding Inclusion Hub Director for Plexus LGBT & Allied Chamber of Commerce for Northeast Ohio. Jennifer is also the founder of Bosco Consulting, a firm that guides businesses and organizations to align their vision and goals with a highly diverse, productive, and inclusive workplace. Her community actions include serving on the Board of Directors for Talespinner Children’s Theatre and as a member of an advocacy advising group for the LGBT Community Center of Greater Cleveland. She earned her doctorate in international and multicultural education with a concentration in human rights from University of San Francisco where her research focused on antiracism activism and the intersectionality of race and gender.
Location: Online
Via Zoom
8/20/2024
The LGBTQ+ 101 training is designed to create a more inclusive and understanding workplace environment by providing participants with foundational knowledge and skills related to the LGBTQ+ community. This session will also incorporate intergenerational aspects of work, identity, and communication. This training aims to foster empathy, respect, and inclusivity towards individuals of diverse sexual orientations and gender identities.
Learning Objectives:
- Understanding LGBTQ+ Terminology: Participants will familiarize themselves with key terms and concepts related to sexual orientation and gender identity, including but not limited to LGBTQ+, transgender, non-binary, and cisgender.
- Creating Inclusive Spaces: Participants will learn practical ways to create inclusive and welcoming environments for LGBTQ+ colleagues, clients, and customers, including language usage, policies, and organizational culture.
- Enhancing Communication and Engagement Across Generations
Amanda Cole joined Plexus LGBT + Allied Chamber of Commerce as the first Executive Director in March of 2019. Her work in the non-profit sector began while a student at Antioch College during her first co-op directing an AmeriCorps program serving at-risk youth living in vulnerable communities. Since then she has been a servant leader and community activist. Amanda attended Wright State University where she pursued studies in non-profit management. After graduating she began a successful career in fundraising and development and returned to her alma mater, Antioch College, to run the annual fund and alumni relations departments. Her move to NEO was spurred by a wonderful opportunity to join the Museum of Contemporary Art leading the development department. Additionally, her community involvement and training includes leadership and change facilitation through Points of Light Youth Leadership, People’s Institute for Undoing Racism, and Nonprofit Leadership Alliance. An avid reader and consumer of podcasts, Amanda has been most inspired by Encyclopedia Brown to choose her own adventure.
Dr. Jennifer E. Bosco (she/her) brings 20+ years of expertise in areas of business development, workplace culture, and inclusive practices. Jennifer serves as the founding Inclusion Hub Director for Plexus LGBT & Allied Chamber of Commerce for Northeast Ohio. Jennifer is also the founder of Bosco Consulting, a firm that guides businesses and organizations to align their vision and goals with a highly diverse, productive, and inclusive workplace. Her community actions include serving on the Board of Directors for Talespinner Children’s Theatre and as a member of an advocacy advising group for the LGBT Community Center of Greater Cleveland. She earned her doctorate in international and multicultural education with a concentration in human rights from University of San Francisco where her research focused on antiracism activism and the intersectionality of race and gender.Location: Online
Via Zoom
LGBTQ+ 101 with an Intergenerational Perspective
8/20/2024
Recorded 8/20/24
The LGBTQ+ 101 training is designed to create a more inclusive and understanding workplace environment by providing participants with foundational knowledge and skills related to the LGBTQ+ community. This session will also incorporate intergenerational aspects of work, identity, and communication. This training aims to foster empathy, respect, and inclusivity towards individuals of diverse sexual orientations and gender identities.
Learning Objectives:
Dr. Jennifer E. Bosco (she/her) brings 20+ years of expertise in areas of business development, workplace culture, and inclusive practices. Jennifer serves as the founding Inclusion Hub Director for Plexus LGBT & Allied Chamber of Commerce for Northeast Ohio. Jennifer is also the founder of Bosco Consulting, a firm that guides businesses and organizations to align their vision and goals with a highly diverse, productive, and inclusive workplace. Her community actions include serving on the Board of Directors for Talespinner Children’s Theatre and as a member of an advocacy advising group for the LGBT Community Center of Greater Cleveland. She earned her doctorate in international and multicultural education with a concentration in human rights from University of San Francisco where her research focused on antiracism activism and the intersectionality of race and gender.
Location: Online
Via Zoom
8/20/2024
Recorded 8/20/24The LGBTQ+ 101 training is designed to create a more inclusive and understanding workplace environment by providing participants with foundational knowledge and skills related to the LGBTQ+ community. This session will also incorporate intergenerational aspects of work, identity, and communication. This training aims to foster empathy, respect, and inclusivity towards individuals of diverse sexual orientations and gender identities.
Learning Objectives:
- Understanding LGBTQ+ Terminology: Participants will familiarize themselves with key terms and concepts related to sexual orientation and gender identity, including but not limited to LGBTQ+, transgender, non-binary, and cisgender.
- Creating Inclusive Spaces: Participants will learn practical ways to create inclusive and welcoming environments for LGBTQ+ colleagues, clients, and customers, including language usage, policies, and organizational culture.
- Enhancing Communication and Engagement Across Generations
Dr. Jennifer E. Bosco (she/her) brings 20+ years of expertise in areas of business development, workplace culture, and inclusive practices. Jennifer serves as the founding Inclusion Hub Director for Plexus LGBT & Allied Chamber of Commerce for Northeast Ohio. Jennifer is also the founder of Bosco Consulting, a firm that guides businesses and organizations to align their vision and goals with a highly diverse, productive, and inclusive workplace. Her community actions include serving on the Board of Directors for Talespinner Children’s Theatre and as a member of an advocacy advising group for the LGBT Community Center of Greater Cleveland. She earned her doctorate in international and multicultural education with a concentration in human rights from University of San Francisco where her research focused on antiracism activism and the intersectionality of race and gender.Location: Online
Via Zoom
Serving the Neurodivergent in your Library
9/5/2024
Neurodiversity is a concept that encompasses autism, ADHD, dyslexia, Tourette’s, dementia, mental health conditions, dyspraxia and other intellectual disabilities. This umbrella term is more commonly used by organizations and individuals to help define who they are and what they care about. As the neurodiversity movement grows, you may find more individuals using those labels and concepts in your library. This webinar will help participants learn more about neurodiversity and how to serve their community.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
Location: Online via Zoom
9/5/2024
Neurodiversity is a concept that encompasses autism, ADHD, dyslexia, Tourette’s, dementia, mental health conditions, dyspraxia and other intellectual disabilities. This umbrella term is more commonly used by organizations and individuals to help define who they are and what they care about. As the neurodiversity movement grows, you may find more individuals using those labels and concepts in your library. This webinar will help participants learn more about neurodiversity and how to serve their community.
Learning Objectives:
- What is neurodiversity?
- The neurodiversity movement
- Online connections with neurodiversity
- Misinformation and mental health online
- Communication
- People first versus identity first language
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.Location: Online via Zoom
Serving the Neurodivergent in your Library
9/5/2024
Recorded 9/5/24
Neurodiversity is a concept that encompasses autism, ADHD, dyslexia, Tourette’s, dementia, mental health conditions, dyspraxia and other intellectual disabilities. This umbrella term is more commonly used by organizations and individuals to help define who they are and what they care about. As the neurodiversity movement grows, you may find more individuals using those labels and concepts in your library. This webinar will help participants learn more about neurodiversity and how to serve their community.
Learning Objectives:
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.
Location: Online via Zoom
9/5/2024
Recorded 9/5/24Neurodiversity is a concept that encompasses autism, ADHD, dyslexia, Tourette’s, dementia, mental health conditions, dyspraxia and other intellectual disabilities. This umbrella term is more commonly used by organizations and individuals to help define who they are and what they care about. As the neurodiversity movement grows, you may find more individuals using those labels and concepts in your library. This webinar will help participants learn more about neurodiversity and how to serve their community.
Learning Objectives:
- What is neurodiversity?
- The neurodiversity movement
- Online connections with neurodiversity
- Misinformation and mental health online
- Communication
- People first versus identity first language
Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.Location: Online via Zoom
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:
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.
LaFlovia “Flo” Ginanni, M.Ed., LPC
LaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
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.
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
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.
LaFlovia “Flo” Ginanni, M.Ed., LPCLaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
Afternoon Session: Building Connections in the Library with Effective Communication
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
- 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
When we get the “know-how” we build a connection with others which leads us to become effective and confident communicators!
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
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.
Intersectionality 101
10/22/2024
Intersectionality is a concept that allows us to examine multiple areas of our lives and social identities. During this session, participants will examine what it actually is, discuss the history of the theory and begin to apply an intersectional lens.
Learning Objectives:
Location: Online via Zoom
10/22/2024
Intersectionality is a concept that allows us to examine multiple areas of our lives and social identities. During this session, participants will examine what it actually is, discuss the history of the theory and begin to apply an intersectional lens.Learning Objectives:
- Identify intersectionality as a lens
- Identify how intersectionality can be utilized in their respective spaces
- Identify resources for support and continued learning
Katie Mattise (they/them pronouns) joined Kent State in 2016, first serving as program coordinator and later as assistant director of the LGBTQ+ Center. Through this position, Katie worked across Kent State to educate, advocate and be a resource to the LGBTQ+ community. Prior to Kent State, they worked at various universities in residence life. Katie now serves as a director in the Division of People, Culture, and Belonging. Through this role, they work with others to create, provide and facilitate opportunities for people to engage in meaningful conversation around various social justice topics.
Katie earned a Bachelor of Arts from the University of Pittsburgh in English Literature and a Master of Science in Cultural Foundations of Education from Syracuse University. Katie’s passion lies in social justice, and they are excited to collaborate with Kent State stakeholders, on and off campus.
Location: Online via Zoom
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:
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.
LaFlovia “Flo” Ginanni, M.Ed., LPC
LaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
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.
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
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.
LaFlovia “Flo” Ginanni, M.Ed., LPCLaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
Afternoon Session: Building Connections in the Library with Effective Communication
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
- 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
When we get the “know-how” we build a connection with others which leads us to become effective and confident communicators!
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
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.
How to Weather the Turbulence of a Video Auditor
11/6/2024
First amendment audits continue to occur in libraries and they can be unsettling and stressful for staff and patrons. What can you do to prepare for the next auditor’s visit and what strategies can be used when they have the camera in your face? Join us for a panel discussion that includes a public library assistant director and a representative from the ALA Office of Intellectual Freedom. The panelists will provide an overview of the legal environment, highlight case studies and share best practices for dealing with auditors.
Presenters:
Julianne Rist is a library leader with a commitment to transforming communities and a vision to keep libraries relevant in the 21st century. As Director of Public Serivces for Jefferson County Public Library she has piloted new services and overseen the redesign of several library buildings. She led the response for filming in JCPL libraries. She has an MLIS from University of South Florida and is the chair of the PLA Digital Literacy Committee.
Deborah Caldwell-Stone is Director of ALA’s Office for Intellectual Freedom and Executive Director of the Freedom to Read Foundation. For over twenty years she has worked closely with library professionals and library trustees on a wide range of intellectual freedom issues. She has served on the faculty of the ALA-sponsored Lawyers for Libraries and Law for Librarians workshops and is a contributor to the 10th edition of the Intellectual Freedom Manual. She has contributed articles on law, policy, and intellectual freedom to American Libraries and other publications.
Location: Online via Zoom
11/6/2024
First amendment audits continue to occur in libraries and they can be unsettling and stressful for staff and patrons. What can you do to prepare for the next auditor’s visit and what strategies can be used when they have the camera in your face? Join us for a panel discussion that includes a public library assistant director and a representative from the ALA Office of Intellectual Freedom. The panelists will provide an overview of the legal environment, highlight case studies and share best practices for dealing with auditors.
Presenters:
Julianne Rist is a library leader with a commitment to transforming communities and a vision to keep libraries relevant in the 21st century. As Director of Public Serivces for Jefferson County Public Library she has piloted new services and overseen the redesign of several library buildings. She led the response for filming in JCPL libraries. She has an MLIS from University of South Florida and is the chair of the PLA Digital Literacy Committee.Deborah Caldwell-Stone is Director of ALA’s Office for Intellectual Freedom and Executive Director of the Freedom to Read Foundation. For over twenty years she has worked closely with library professionals and library trustees on a wide range of intellectual freedom issues. She has served on the faculty of the ALA-sponsored Lawyers for Libraries and Law for Librarians workshops and is a contributor to the 10th edition of the Intellectual Freedom Manual. She has contributed articles on law, policy, and intellectual freedom to American Libraries and other publications.Location: Online via Zoom
How to Weather the Turbulence of a Video Auditor
11/6/2024
Recorded: 11/6/24
First amendment audits continue to occur in libraries and they can be unsettling and stressful for staff and patrons. What can you do to prepare for the next auditor’s visit and what strategies can be used when they have the camera in your face? Join us for a panel discussion that includes a public library assistant director and a representative from the ALA Office of Intellectual Freedom. The panelists will provide an overview of the legal environment, highlight case studies and share best practices for dealing with auditors.
Presenters:Julianne Rist is a library leader with a commitment to transforming communities and a vision to keep libraries relevant in the 21st century. As Director of Public Serivces for Jefferson County Public Library she has piloted new services and overseen the redesign of several library buildings. She led the response for filming in JCPL libraries. She has an MLIS from University of South Florida and is the chair of the PLA Digital Literacy Committee.
Deborah Caldwell-Stone is Director of ALA’s Office for Intellectual Freedom and Executive Director of the Freedom to Read Foundation. For over twenty years she has worked closely with library professionals and library trustees on a wide range of intellectual freedom issues. She has served on the faculty of the ALA-sponsored Lawyers for Libraries and Law for Librarians workshops and is a contributor to the 10th edition of the Intellectual Freedom Manual. She has contributed articles on law, policy, and intellectual freedom to American Libraries and other publications.
Location: Online via Zoom
11/6/2024
Recorded: 11/6/24First amendment audits continue to occur in libraries and they can be unsettling and stressful for staff and patrons. What can you do to prepare for the next auditor’s visit and what strategies can be used when they have the camera in your face? Join us for a panel discussion that includes a public library assistant director and a representative from the ALA Office of Intellectual Freedom. The panelists will provide an overview of the legal environment, highlight case studies and share best practices for dealing with auditors.
Presenters:
Julianne Rist is a library leader with a commitment to transforming communities and a vision to keep libraries relevant in the 21st century. As Director of Public Serivces for Jefferson County Public Library she has piloted new services and overseen the redesign of several library buildings. She led the response for filming in JCPL libraries. She has an MLIS from University of South Florida and is the chair of the PLA Digital Literacy Committee.Deborah Caldwell-Stone is Director of ALA’s Office for Intellectual Freedom and Executive Director of the Freedom to Read Foundation. For over twenty years she has worked closely with library professionals and library trustees on a wide range of intellectual freedom issues. She has served on the faculty of the ALA-sponsored Lawyers for Libraries and Law for Librarians workshops and is a contributor to the 10th edition of the Intellectual Freedom Manual. She has contributed articles on law, policy, and intellectual freedom to American Libraries and other publications.Location: Online via Zoom
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:
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.
LaFlovia “Flo” Ginanni, M.Ed., LPC
LaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
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.
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
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.
LaFlovia “Flo” Ginanni, M.Ed., LPCLaFlovia “Flo” Ginanni has been at United Way of Greater Stark County since 2013. She is currently the Vice President of Diversity, Culture, and Engagement. She launched United Way’s Project Blueprint in 2019, a board and committee preparedness program designed to recruit, train, and place ethnically diverse leaders into policy-making roles to enhance the effectiveness of nonprofit agencies. Flo also represents United Way on the Dismantling Racism Coalition of Stark County, which introduced the 15-Day Unity Challenge to the community in August of 2020. She is a Licensed Professional Counselor, as well as a certified Chemical Dependency Counselor Assistant, and works as a PRN Counselor at CommQuest’s Detox Unit. She holds dual bachelor’s degrees in Psychology and Sociology, in addition to master’s degrees in both Leadership Studies and Clinical Mental Health Counseling. She has worked in the social service, mental health, and criminal justice fields for over 30 years.
Afternoon Session: Building Connections in the Library with Effective Communication
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
Communication is the key to success in the workplace. We have the desire to communicate better but the missing piece is the “know-how.” In this presentation you will get the “know-how” to….
- 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
When we get the “know-how” we build a connection with others which leads us to become effective and confident communicators!
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
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.
Ableism and Access: How to Be an Accomplice to Change
12/12/2024
This interactive presentation is designed to be a starting point to understanding ableism and its impact on individuals and the workplace, with a focus on accessibility and inclusion. By highlighting the importance of universal design and its ability to increase access for all people, participants will learn about how to address ableism in their libraries and decrease its impact on both patrons and staff.
Learning Objectives:
Teanna Weeks (she/her) has worked in libraries for most of her adult life. At the Shaker Heights City School District, she is central processing for library materials for all school buildings. Teanna has a passion for advocacy in all areas and consistently works for inclusivity in all spaces. Be careful if you chat her up; she can talk for hours about nail polish, Agents of S.H.I.E.L.D., BTS, and Star Wars.
Marisha Sullivan (she/they) is the Librarian at Holden Forests & Gardens, overseeing the Archives, Special Collections, and Circulating Collections at both Cleveland Botanical Garden and Holden Arboretum. Previously a public librarian, Marisha brings a passion for lifelong learning, accessibility, and equity to her work with plants, trees, and people. When not in the library or wandering the woods, Marisha enjoys fiber arts, video games, and exploring the Greater Cleveland area.
Location: Online via Zoom
12/12/2024
This interactive presentation is designed to be a starting point to understanding ableism and its impact on individuals and the workplace, with a focus on accessibility and inclusion. By highlighting the importance of universal design and its ability to increase access for all people, participants will learn about how to address ableism in their libraries and decrease its impact on both patrons and staff.
Learning Objectives:
- Participants will be able to define ableism.
- Participants will learn about accessibility and accommodations.
- Participants will be able to recognize ableist language and microaggressions.
- Participants will become more comfortable addressing ableism in its many forms.
Teanna Weeks (she/her) has worked in libraries for most of her adult life. At the Shaker Heights City School District, she is central processing for library materials for all school buildings. Teanna has a passion for advocacy in all areas and consistently works for inclusivity in all spaces. Be careful if you chat her up; she can talk for hours about nail polish, Agents of S.H.I.E.L.D., BTS, and Star Wars.Marisha Sullivan (she/they) is the Librarian at Holden Forests & Gardens, overseeing the Archives, Special Collections, and Circulating Collections at both Cleveland Botanical Garden and Holden Arboretum. Previously a public librarian, Marisha brings a passion for lifelong learning, accessibility, and equity to her work with plants, trees, and people. When not in the library or wandering the woods, Marisha enjoys fiber arts, video games, and exploring the Greater Cleveland area.Location: Online via Zoom
Ableism and Access: How to Be an Accomplice to Change
12/12/2024
Recorded 12/12/24
This interactive presentation is designed to be a starting point to understanding ableism and its impact on individuals and the workplace, with a focus on accessibility and inclusion. By highlighting the importance of universal design and its ability to increase access for all people, participants will learn about how to address ableism in their libraries and decrease its impact on both patrons and staff.
Learning Objectives:
Teanna Weeks (she/her) has worked in libraries for most of her adult life. At the Shaker Heights City School District, she is central processing for library materials for all school buildings. Teanna has a passion for advocacy in all areas and consistently works for inclusivity in all spaces. Be careful if you chat her up; she can talk for hours about nail polish, Agents of S.H.I.E.L.D., BTS, and Star Wars.
Marisha Sullivan (she/they) is the Librarian at Holden Forests & Gardens, overseeing the Archives, Special Collections, and Circulating Collections at both Cleveland Botanical Garden and Holden Arboretum. Previously a public librarian, Marisha brings a passion for lifelong learning, accessibility, and equity to her work with plants, trees, and people. When not in the library or wandering the woods, Marisha enjoys fiber arts, video games, and exploring the Greater Cleveland area.
Location: Online via Zoom
12/12/2024
Recorded 12/12/24This interactive presentation is designed to be a starting point to understanding ableism and its impact on individuals and the workplace, with a focus on accessibility and inclusion. By highlighting the importance of universal design and its ability to increase access for all people, participants will learn about how to address ableism in their libraries and decrease its impact on both patrons and staff.
Learning Objectives:
- Participants will be able to define ableism.
- Participants will learn about accessibility and accommodations.
- Participants will be able to recognize ableist language and microaggressions.
- Participants will become more comfortable addressing ableism in its many forms.
Teanna Weeks (she/her) has worked in libraries for most of her adult life. At the Shaker Heights City School District, she is central processing for library materials for all school buildings. Teanna has a passion for advocacy in all areas and consistently works for inclusivity in all spaces. Be careful if you chat her up; she can talk for hours about nail polish, Agents of S.H.I.E.L.D., BTS, and Star Wars.Marisha Sullivan (she/they) is the Librarian at Holden Forests & Gardens, overseeing the Archives, Special Collections, and Circulating Collections at both Cleveland Botanical Garden and Holden Arboretum. Previously a public librarian, Marisha brings a passion for lifelong learning, accessibility, and equity to her work with plants, trees, and people. When not in the library or wandering the woods, Marisha enjoys fiber arts, video games, and exploring the Greater Cleveland area.Location: Online via Zoom
Preparing for and Managing Difficult Patron Interactions
3/5/2025
How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.
Presenter:
Kate Hall, Executive Director, Northbrook Public Library
Location: Online via Zoom
3/5/2025
How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.
Presenter:
Kate Hall, Executive Director, Northbrook Public LibraryLocation: Online via Zoom
Preparing for and Managing Difficult Patron Interactions
3/5/2025
Recorded 3/5/25
How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.
Presenter:
Kate Hall, Executive Director, Northbrook Public Library
Location: Online via Zoom
3/5/2025
Recorded 3/5/25How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.
Presenter:
Kate Hall, Executive Director, Northbrook Public LibraryLocation: Online via Zoom
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
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
Customer Service Conference: Perspectives, Possibilities, and Practices
4/3/2025
We are excited to share this dynamic customer service conference designed specifically for frontline library staff. As the heart and face of every library, frontline employees play a vital role in creating welcoming, inclusive, and impactful experiences for patrons. This conference is your opportunity to network with your peers, explore new perspectives, discover new possibilities and come away with practical tools to better assist you, the library and your patrons.
Keynote: Don’t Eat the Red Frog! Handling Some of the Worst Customer Behaviors that Come Through Your Doors!
Some customers are like the Red Poison Dart Frog of Costa Rica. Their behaviors are toxic! How many times a day are you dealing with angry, difficult and even downright unreasonable customers? They truly can be poisonous, if you let them!
The good news is that you can choose to not let them ruin your day or poison your “service attitude” with their venom. And by using a few proven techniques and questions some of these Red Frog customers could actually leave feeling better!
The Don’t Eat the Red Frog session is interactive and fun-filled with information and experiences that you’ll be using to more effectively handle your angry and difficult customers.
Learning Objectives:
Presenter:
Andrew Sanderbeck has been developing and conducting training seminars for organizations for more than fifteen 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 author of two books and over 50 webinars.
Breakout Session 1
Empathize to Innovate
Learn about empathy-driven innovation where you'll discover creative ways to identify your customers' needs, brainstorm solutions, and quickly prototype ideas. Through interactive exercises and collaborative activities, you'll gain practical skills that you can immediately apply to enhance your services and offerings. By the end of the session, you'll have a toolkit of strategies to better empathize with your customers and uncover exciting opportunities for innovation at your library.
Learning Objectives:
Holly Klingler is an innovation trainer and facilitator with over 15 years of experience training staff on creative thinking and problem solving. With a design sprint certification and certified in project management from Google, she empowers teams to rapidly transform problems into prototypes. Holly's practical strategies blend design thinking and sprints, helping libraries innovate quickly and successfully. Holly is also a certified nonverbal analyst with over fifteen years of experience in body language training. Her expertise covers a range of applications, from customer service to conflict management, helping attendees communicate more effectively in both professional and personal settings.
Scripts for Mastering Difficult Conversations
Have you ever dealt with a patron who is disgruntled or doesn’t like change or is just plain mean? We all have. Seeing a need, Huron Public Library managers created scripts to help staff prepare to interact with difficult patrons. Learn why we decided to do this project. Learn what words to use when dealing with unhappy patrons. Participate in scenarios to help see how these scripts can help you. Walk away with scripts to take back to your library.
Presenters:
Vicki Hillman did not have your average start in libraries. She obtained her BS in Athletic Training from Wilmington College in 2001. From there, she went on to have a 15-year career as a Paramedic. After having her 2 kids, she decided to leave the world of EMS and started working in libraries. She was hired at Huron Public Library as the Children’s Assistant and after several years, moved up to Head of Customer and Tech Services. She has enjoyed 10 years at Huron Public Library.
Rebekah Hire-Santoro is the Head of Marketing and Emerging Technology at Huron Public Library in Huron, Ohio. She graduated from Elmhurst University with a Bachelor of Arts in Intercultural Studies. Before beginning her library career in Ohio, she worked at an arts non-profit in Colorado for five years where she honed her marketing and communications skills. She then began her true passion in working for libraries in 2023.
Breakout Session 2
The Quiet Approach to Serving Customers: Helping Introverts Excel in Customer Service
Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing needs of our patrons and communities, 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 to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.
This interactive and informative session will give attendees the tools that they need to be more successful and in-control of their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.
Learning Objectives:
The Phenomenon of Library Anxiety
Trying new things can be hard for anyone, but for those who are anxious, it can seem almost impossible. Learn about the research done on library anxiety. Learn how to identify patrons who are anxious using the library. Ideas will be shared on how to help them become more comfortable with the library each time they visit.
Presenter:
Jennifer Buch has worked in libraries for 18 years but has been visiting them since she was born. Her love of books and reading started with being read to by her parents and grandparents and being able to read to the audience at her kindergarten graduation in her pink gingham dress. Rarely is she without a book to read. Libraries are about more than books, and helping patrons connect to what they need has become one of her greatest joys. Before becoming a librarian, she was a teacher of middle school age humans.
Breakout Session 3
A Firm Grasp: Utilizing Body Language to Increase Safety and Decrease Conflict
Discover the critical role of nonverbal communication in conflict management and personal safety. Participants will learn to recognize comfort and discomfort tells, establish baselines, and identify indicators of conflict and safety. Learn practical strategies for demonstrating approachability and authority, and enhance active awareness in maintaining safety in social situations.
Learning Objectives:
Packing our Briefcase with Superpowers for the Library!
We often forget to UNLOCK our Superpowers in our briefcase. When we utilize these Superpowers such as passion, flexibility, patience, self-care and optimism in our everyday work life, we gain a whole new perspective. Situations that once appeared IMPOSSIBLE now appear POSSIBLE. Practical and engaging activities will be done to practice using these Superpowers in everyday work scenarios. Participants will acquire concrete strategies for unlocking their Superpowers at work the next day!
Learning Objectives:
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: Hilton Garden Inn
8971 Wilcox Dr
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.
4/3/2025
We are excited to share this dynamic customer service conference designed specifically for frontline library staff. As the heart and face of every library, frontline employees play a vital role in creating welcoming, inclusive, and impactful experiences for patrons. This conference is your opportunity to network with your peers, explore new perspectives, discover new possibilities and come away with practical tools to better assist you, the library and your patrons.
Keynote: Don’t Eat the Red Frog! Handling Some of the Worst Customer Behaviors that Come Through Your Doors!
Some customers are like the Red Poison Dart Frog of Costa Rica. Their behaviors are toxic! How many times a day are you dealing with angry, difficult and even downright unreasonable customers? They truly can be poisonous, if you let them!
The good news is that you can choose to not let them ruin your day or poison your “service attitude” with their venom. And by using a few proven techniques and questions some of these Red Frog customers could actually leave feeling better!
The Don’t Eat the Red Frog session is interactive and fun-filled with information and experiences that you’ll be using to more effectively handle your angry and difficult customers.
Learning Objectives:
- 3 techniques for not “eating the poison of your red frog customers” and not taking things personally
- 3 Super Powers that you can use to stay balanced in difficult customer situations
- Overcoming your biggest red frog, that just might be you
Presenter: Andrew Sanderbeck has been developing and conducting training seminars for organizations for more than fifteen 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 author of two books and over 50 webinars.
Breakout Session 1
Empathize to Innovate
Learn about empathy-driven innovation where you'll discover creative ways to identify your customers' needs, brainstorm solutions, and quickly prototype ideas. Through interactive exercises and collaborative activities, you'll gain practical skills that you can immediately apply to enhance your services and offerings. By the end of the session, you'll have a toolkit of strategies to better empathize with your customers and uncover exciting opportunities for innovation at your library.
Learning Objectives:
- Discover how to apply design thinking and design sprints to innovate quickly and effectively.
- Learn practical strategies to identify customer needs and springboard creative ideas.
- Apply rapid innovation tactics using an empathy-to-prototype process.
Holly Klingler is an innovation trainer and facilitator with over 15 years of experience training staff on creative thinking and problem solving. With a design sprint certification and certified in project management from Google, she empowers teams to rapidly transform problems into prototypes. Holly's practical strategies blend design thinking and sprints, helping libraries innovate quickly and successfully. Holly is also a certified nonverbal analyst with over fifteen years of experience in body language training. Her expertise covers a range of applications, from customer service to conflict management, helping attendees communicate more effectively in both professional and personal settings.Scripts for Mastering Difficult Conversations
Have you ever dealt with a patron who is disgruntled or doesn’t like change or is just plain mean? We all have. Seeing a need, Huron Public Library managers created scripts to help staff prepare to interact with difficult patrons. Learn why we decided to do this project. Learn what words to use when dealing with unhappy patrons. Participate in scenarios to help see how these scripts can help you. Walk away with scripts to take back to your library.
Presenters:
Vicki Hillman did not have your average start in libraries. She obtained her BS in Athletic Training from Wilmington College in 2001. From there, she went on to have a 15-year career as a Paramedic. After having her 2 kids, she decided to leave the world of EMS and started working in libraries. She was hired at Huron Public Library as the Children’s Assistant and after several years, moved up to Head of Customer and Tech Services. She has enjoyed 10 years at Huron Public Library.Rebekah Hire-Santoro is the Head of Marketing and Emerging Technology at Huron Public Library in Huron, Ohio. She graduated from Elmhurst University with a Bachelor of Arts in Intercultural Studies. Before beginning her library career in Ohio, she worked at an arts non-profit in Colorado for five years where she honed her marketing and communications skills. She then began her true passion in working for libraries in 2023. Breakout Session 2
The Quiet Approach to Serving Customers: Helping Introverts Excel in Customer Service
Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing needs of our patrons and communities, 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 to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.
This interactive and informative session will give attendees the tools that they need to be more successful and in-control of their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.
Learning Objectives:
- Explore methods of serving customers and building customer relationships with less stress and apprehension
- Discover different ways of interacting with the customer that doesn’t feel forced or mandated
- Have specific phrases to use with customers to set boundaries and stop unwanted behaviors
The Phenomenon of Library Anxiety
Trying new things can be hard for anyone, but for those who are anxious, it can seem almost impossible. Learn about the research done on library anxiety. Learn how to identify patrons who are anxious using the library. Ideas will be shared on how to help them become more comfortable with the library each time they visit.
Presenter:
Jennifer Buch has worked in libraries for 18 years but has been visiting them since she was born. Her love of books and reading started with being read to by her parents and grandparents and being able to read to the audience at her kindergarten graduation in her pink gingham dress. Rarely is she without a book to read. Libraries are about more than books, and helping patrons connect to what they need has become one of her greatest joys. Before becoming a librarian, she was a teacher of middle school age humans. Breakout Session 3
A Firm Grasp: Utilizing Body Language to Increase Safety and Decrease Conflict
Discover the critical role of nonverbal communication in conflict management and personal safety. Participants will learn to recognize comfort and discomfort tells, establish baselines, and identify indicators of conflict and safety. Learn practical strategies for demonstrating approachability and authority, and enhance active awareness in maintaining safety in social situations.
Learning Objectives:
- Recognize and interpret key nonverbal cues related to safety and conflict in social environments.
- Apply effective body language techniques to de-escalate potential conflicts.
- Utilize nonverbal communication strategies to enhance personal safety and positive interactions.
Packing our Briefcase with Superpowers for the Library!
We often forget to UNLOCK our Superpowers in our briefcase. When we utilize these Superpowers such as passion, flexibility, patience, self-care and optimism in our everyday work life, we gain a whole new perspective. Situations that once appeared IMPOSSIBLE now appear POSSIBLE. Practical and engaging activities will be done to practice using these Superpowers in everyday work scenarios. Participants will acquire concrete strategies for unlocking their Superpowers at work the next day!
Learning Objectives:
- List various Superpowers needed for dealing with today’s challenges in the library
- Acquire concrete strategies for implementing these Superpowers to increase employee satisfaction and productivity
- Apply these Superpowers to manage difficult situations in the library
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! Closing Session: A Customer Service Simulation
Mos Muneris® is the world's first customer service business simulation, designed to teach leadership teams the essential habits of customer service.
The program focuses on four key areas:
- Library Policy: Ensuring policies facilitate first-class customer service.
- Employee Training: Providing teams with the necessary tools for success.
- Service Recovery: Equipping teams with strategies to prevent and address mistakes.
- Employee Empowerment: Empowering staff to deliver exceptional service.
Mos Muneris is a product of Aegis360, offering a comprehensive suite of services to improve customer service practices.
Presenter:
Ned Parks has had a rich and varied life that has taken him from police officer to helicopter pilot to successful entrepreneur with management and leadership positions in the journey.
He brings this experience to his consulting practice as a global provider of business consulting and staff development services that help organizations improve management and strategic competencies enhance customer service and improve employee engagement efforts.
Location: Hilton Garden Inn
8971 Wilcox Dr
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.
Managing Challenging Interactions with Colleagues and Staff
4/30/2025
How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have them.
Learning Objectives:
Catherine Soehner, MLS, BSN, is the Associate Dean and Executive Director of the Eccles Health Sciences Library at the University of Utah. She has 36 years of experience in librarianship with 26 of those years spent in leadership positions. Her research reflects her interests in change management and leadership with publications and presentations on systems thinking, managing change, and assessment of library programs. She has given over 70 presentations and published two books, one on effective difficult conversations and the other on strategic planning. Previously, Catherine served in academic libraries at the University of Michigan and the University of California, Santa Cruz, as well as the National Library of Medicine.
Location: Online via Zoom
4/30/2025
How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have them.
Learning Objectives:
- Overcome internal and external barriers to engaging in a difficult conversation
- Prepare for and plan a difficult conversation
- Execute and evaluate a difficult conversation
- Create a plan for follow up and accountability
Catherine Soehner, MLS, BSN, is the Associate Dean and Executive Director of the Eccles Health Sciences Library at the University of Utah. She has 36 years of experience in librarianship with 26 of those years spent in leadership positions. Her research reflects her interests in change management and leadership with publications and presentations on systems thinking, managing change, and assessment of library programs. She has given over 70 presentations and published two books, one on effective difficult conversations and the other on strategic planning. Previously, Catherine served in academic libraries at the University of Michigan and the University of California, Santa Cruz, as well as the National Library of Medicine.Location: Online via Zoom
Managing Challenging Interactions with Colleagues and Staff
4/30/2025
Recorded 4/30/25
How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have them.
Learning Objectives:
Catherine Soehner, MLS, BSN, is the Associate Dean and Executive Director of the Eccles Health Sciences Library at the University of Utah. She has 36 years of experience in librarianship with 26 of those years spent in leadership positions. Her research reflects her interests in change management and leadership with publications and presentations on systems thinking, managing change, and assessment of library programs. She has given over 70 presentations and published two books, one on effective difficult conversations and the other on strategic planning. Previously, Catherine served in academic libraries at the University of Michigan and the University of California, Santa Cruz, as well as the National Library of Medicine.
Location: Online via Zoom
4/30/2025
Recorded 4/30/25How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have them.
Learning Objectives:
- Overcome internal and external barriers to engaging in a difficult conversation
- Prepare for and plan a difficult conversation
- Execute and evaluate a difficult conversation
- Create a plan for follow up and accountability
Catherine Soehner, MLS, BSN, is the Associate Dean and Executive Director of the Eccles Health Sciences Library at the University of Utah. She has 36 years of experience in librarianship with 26 of those years spent in leadership positions. Her research reflects her interests in change management and leadership with publications and presentations on systems thinking, managing change, and assessment of library programs. She has given over 70 presentations and published two books, one on effective difficult conversations and the other on strategic planning. Previously, Catherine served in academic libraries at the University of Michigan and the University of California, Santa Cruz, as well as the National Library of Medicine.Location: Online via Zoom
Mental Health First Aid
6/10/2025
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
Location: Online via Zoom
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.
6/10/2025
Mental Health First Aid is a training course designed to give members of the public key skills to help someone who is developing a mental health problem or experiencing a mental health crisis. Just as CPR training helps a layperson without medical training assist an individual following a heart attack, Mental Health First Aid training helps a layperson assist someone experiencing a mental health crisis. This course will run 9:00 am - 3:30 pm. There will be two hours worth of pre-work before the live instructor-led online workshop. This course is limited to 30. Register for this class only if you are able to attend. This class will not be archived.
The evidence behind Mental Health First Aid demonstrates that it makes people feel more comfortable managing a crisis situation and builds mental health literacy — helping the public identify, understand and respond to signs of mental illness. Specifically, studies found that those who trained in Mental Health First Aid have greater confidence in providing help to others, greater likelihood of advising people to seek professional help, improved concordance with health professionals about treatments, and decreased stigmatizing attitudes.
Learning Objectives:
- Recognize the potential risk factors and warning signs for a range of mental health problems, including: depression, anxiety/trauma, psychosis and psychotic disorders, substance use disorders, and self-injury
- Use a 5-step action plan to help an individual in crisis connect with appropriate professional help
- Interpret the prevalence of various mental health disorders in the U.S. and the need for reduced negative attitudes in their communities
- Apply knowledge of the appropriate professional, peer, social, and self-help resources available to help someone
Location: Online via Zoom
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.
How Libraries Can Build Connections to Combat Loneliness
8/7/2025
Libraries save lives. Loneliness and social isolation are so rampant in America that the Center for Disease Control calls loneliness an epidemic, exacerbated by COVID. Using programming, community resources, and collection development and display, libraries can address this significant mental (and physical) health condition. This on-demand webinar guides you on how to develop these tools and create a culture of empathy and action by developing micro-communities to combat loneliness.
Learning Objectives:
Location: Online via Zoom
8/7/2025
Libraries save lives. Loneliness and social isolation are so rampant in America that the Center for Disease Control calls loneliness an epidemic, exacerbated by COVID. Using programming, community resources, and collection development and display, libraries can address this significant mental (and physical) health condition. This on-demand webinar guides you on how to develop these tools and create a culture of empathy and action by developing micro-communities to combat loneliness.
Learning Objectives:
- Identify existing programs that combat loneliness and modify existing programs to add a social component;
- Utilize, at no cost, outside agencies, institutions, organizations, and businesses to develop a coordinated series of programs both in and outside the library building; and
- Identify areas where staff training can prepare them to help patrons in need of socialization.
Tony Iovino (he/him) is the assistant director of the Oceanside (NY) Library, a position he has held since January 2015. Prior to joining the Oceanside Library, he was the head of litigation and managing partner of a medium size law firm he co-founded in 1986.
Tony received his BA from the University of Richmond (History and Economics) in 1979, his Juris Doctorate from St. John’s University in 1982, and his MLIS from the University of Kentucky in 2020, where he was the recipient of the Melody Trosper Award for excellence in scholarship, leadership, and service.
Tony has lectured locally and throughout the United States on library topics. He is the chair of the Membership Committee of the New York Library Association and is a published author and poet. He has received a number of awards for his service to the community.
Location: Online via Zoom
How Libraries Can Build Connections to Combat Loneliness
8/7/2025
Recorded 8/7/25
Libraries save lives. Loneliness and social isolation are so rampant in America that the Center for Disease Control calls loneliness an epidemic, exacerbated by COVID. Using programming, community resources, and collection development and display, libraries can address this significant mental (and physical) health condition. This on-demand webinar guides you on how to develop these tools and create a culture of empathy and action by developing micro-communities to combat loneliness.
Learning Objectives:
Location: Online via Zoom
8/7/2025
Recorded 8/7/25Libraries save lives. Loneliness and social isolation are so rampant in America that the Center for Disease Control calls loneliness an epidemic, exacerbated by COVID. Using programming, community resources, and collection development and display, libraries can address this significant mental (and physical) health condition. This on-demand webinar guides you on how to develop these tools and create a culture of empathy and action by developing micro-communities to combat loneliness.
Learning Objectives:
- Identify existing programs that combat loneliness and modify existing programs to add a social component;
- Utilize, at no cost, outside agencies, institutions, organizations, and businesses to develop a coordinated series of programs both in and outside the library building; and
- Identify areas where staff training can prepare them to help patrons in need of socialization.
Tony Iovino (he/him) is the assistant director of the Oceanside (NY) Library, a position he has held since January 2015. Prior to joining the Oceanside Library, he was the head of litigation and managing partner of a medium size law firm he co-founded in 1986.
Tony received his BA from the University of Richmond (History and Economics) in 1979, his Juris Doctorate from St. John’s University in 1982, and his MLIS from the University of Kentucky in 2020, where he was the recipient of the Melody Trosper Award for excellence in scholarship, leadership, and service.
Tony has lectured locally and throughout the United States on library topics. He is the chair of the Membership Committee of the New York Library Association and is a published author and poet. He has received a number of awards for his service to the community.
Location: Online via Zoom
The Power of Civility: Elevating Standards and Transforming Service
9/11/2025
Tired of workplace friction impacting productivity and morale? The solution lies in embracing a revitalized understanding of civility. This isn't about superficial niceties; it's about deeply respecting the diverse perspectives, needs, and identities of your colleagues while honoring your own. As discourtesy increasingly disrupts our workplaces, leading to turnover and poor performance, embedding internal customer service standards that are rooted in civility can make a powerful difference. This workshop offers the next critical step towards strong internal customer service skills: learning what this new civility means, why it's indispensable for a positive and productive environment, and how you can actively cultivate these vital skills.
Learning Objectives:
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over seven years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.
Location: Online via Zoom
9/11/2025
Tired of workplace friction impacting productivity and morale? The solution lies in embracing a revitalized understanding of civility. This isn't about superficial niceties; it's about deeply respecting the diverse perspectives, needs, and identities of your colleagues while honoring your own. As discourtesy increasingly disrupts our workplaces, leading to turnover and poor performance, embedding internal customer service standards that are rooted in civility can make a powerful difference. This workshop offers the next critical step towards strong internal customer service skills: learning what this new civility means, why it's indispensable for a positive and productive environment, and how you can actively cultivate these vital skills.
Learning Objectives:
- Attendees will have a deeper knowledge of the modern definition, and role, of civility within the scope of internal customer service.
- Attendees will understand the skills necessary for a workplace that prioritizes civility.
- Attendees will be able to develop their own civility skills and know how to put them into practice in the workplace.
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over seven years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.Location: Online via Zoom
The Power of Civility: Elevating Standards and Transforming Service
9/11/2025
Recorded 9/11/25
Tired of workplace friction impacting productivity and morale? The solution lies in embracing a revitalized understanding of civility. This isn't about superficial niceties; it's about deeply respecting the diverse perspectives, needs, and identities of your colleagues while honoring your own. As discourtesy increasingly disrupts our workplaces, leading to turnover and poor performance, embedding internal customer service standards that are rooted in civility can make a powerful difference. This workshop offers the next critical step towards strong internal customer service skills: learning what this new civility means, why it's indispensable for a positive and productive environment, and how you can actively cultivate these vital skills.
Learning Objectives:
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over seven years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.
Location: Online via Zoom
9/11/2025
Recorded 9/11/25Tired of workplace friction impacting productivity and morale? The solution lies in embracing a revitalized understanding of civility. This isn't about superficial niceties; it's about deeply respecting the diverse perspectives, needs, and identities of your colleagues while honoring your own. As discourtesy increasingly disrupts our workplaces, leading to turnover and poor performance, embedding internal customer service standards that are rooted in civility can make a powerful difference. This workshop offers the next critical step towards strong internal customer service skills: learning what this new civility means, why it's indispensable for a positive and productive environment, and how you can actively cultivate these vital skills.
Learning Objectives:
- Attendees will have a deeper knowledge of the modern definition, and role, of civility within the scope of internal customer service.
- Attendees will understand the skills necessary for a workplace that prioritizes civility.
- Attendees will be able to develop their own civility skills and know how to put them into practice in the workplace.
Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over seven years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.Location: Online via Zoom
Supporting Neurodivergent Library Users
11/12/2025
How can you create neuroinclusive library experiences for your users? This presentation will discuss ways to make programs, collections, and services more accessible for neurodivergent people. Leave with ideas for how to create a welcoming environment at your library and an understanding of how to support neurodivergent people across the age span.
Learning Objectives:
Renee Grassi, Librarian and Accessibility Consultant Speaker
Librarian, author, trainer, administrator, teacher, and consultant Renee Grassi is an advocate for equity, diversity, inclusion, and accessibility in libraries, schools, and communities. As a neurodivergent librarian herself, Renee has worked in public libraries for nearly twenty years, developing award-winning library initiatives that welcome, support, and welcome disabled residents and their families and caregivers. Learn more at reneegrassi.com.
Location: Online via Zoom
11/12/2025
How can you create neuroinclusive library experiences for your users? This presentation will discuss ways to make programs, collections, and services more accessible for neurodivergent people. Leave with ideas for how to create a welcoming environment at your library and an understanding of how to support neurodivergent people across the age span.
Learning Objectives:
- Attendees will understand relevant language and information to discuss disabilities and neurodiversity.
- Attendees will gather at least five strategies to make their approach to customer service more welcoming to neurodivergent users.
- Attendees will learn at least five ideas to make library programs, collections, and services more inclusive to neurodivergent users
Renee Grassi, Librarian and Accessibility Consultant SpeakerLibrarian, author, trainer, administrator, teacher, and consultant Renee Grassi is an advocate for equity, diversity, inclusion, and accessibility in libraries, schools, and communities. As a neurodivergent librarian herself, Renee has worked in public libraries for nearly twenty years, developing award-winning library initiatives that welcome, support, and welcome disabled residents and their families and caregivers. Learn more at reneegrassi.com.
Location: Online via Zoom
Supporting Neurodivergent Library Users
11/12/2025
Recorded 11/12/25
How can you create neuroinclusive library experiences for your users? This presentation will discuss ways to make programs, collections, and services more accessible for neurodivergent people. Leave with ideas for how to create a welcoming environment at your library and an understanding of how to support neurodivergent people across the age span.
Learning Objectives:
Renee Grassi, Librarian and Accessibility Consultant Speaker
Librarian, author, trainer, administrator, teacher, and consultant Renee Grassi is an advocate for equity, diversity, inclusion, and accessibility in libraries, schools, and communities. As a neurodivergent librarian herself, Renee has worked in public libraries for nearly twenty years, developing award-winning library initiatives that welcome, support, and welcome disabled residents and their families and caregivers. Learn more at reneegrassi.com.
Location: Online via Zoom
11/12/2025
Recorded 11/12/25How can you create neuroinclusive library experiences for your users? This presentation will discuss ways to make programs, collections, and services more accessible for neurodivergent people. Leave with ideas for how to create a welcoming environment at your library and an understanding of how to support neurodivergent people across the age span.
Learning Objectives:
- Attendees will understand relevant language and information to discuss disabilities and neurodiversity.
- Attendees will gather at least five strategies to make their approach to customer service more welcoming to neurodivergent users.
- Attendees will learn at least five ideas to make library programs, collections, and services more inclusive to neurodivergent users
Renee Grassi, Librarian and Accessibility Consultant SpeakerLibrarian, author, trainer, administrator, teacher, and consultant Renee Grassi is an advocate for equity, diversity, inclusion, and accessibility in libraries, schools, and communities. As a neurodivergent librarian herself, Renee has worked in public libraries for nearly twenty years, developing award-winning library initiatives that welcome, support, and welcome disabled residents and their families and caregivers. Learn more at reneegrassi.com.
Location: Online via Zoom
Meeting Grief Together: Creating a Compassionate Response Plan
12/3/2025
This webinar is a practical and compassionate training designed to help organizations and individuals respond effectively when a tragic event, such as gun violence or loss of life, impacts their community. With a focus on supporting young patrons, families and staff, this session explores immediate and long-term strategies for communication, emotional support, and trauma-informed responses. Participants will learn how to prepare in advance, respond with empathy, and care for themselves and others in the wake of tragedy.
Learning Objectives:
Presenter:
Lizzy Sullivan, Educator and Youth Advocate
Lizzy Sullivan is an experienced educator and student advocate who has spent over a decade teaching in K-12 schools. Recognized as Teacher of the Year and Teacher of the District, Lizzy helps school districts and students thrive by supporting well-being through literacy-centered curriculum, nutrition programs and mental health support. She works to promote equity and lasting change in her classrooms and community.
Location: Online via Zoom
12/3/2025
This webinar is a practical and compassionate training designed to help organizations and individuals respond effectively when a tragic event, such as gun violence or loss of life, impacts their community. With a focus on supporting young patrons, families and staff, this session explores immediate and long-term strategies for communication, emotional support, and trauma-informed responses. Participants will learn how to prepare in advance, respond with empathy, and care for themselves and others in the wake of tragedy.
Learning Objectives:
- Identify key components of an organizational response plan for supporting youth, families, and community members during and after a tragic event.
- Describe strategies for individual self-awareness and self-care in the face of trauma and grief, especially for frontline staff.
- Explain the importance of advance planning and communication protocols to ensure a compassionate and coordinated response to community trauma.
Presenter:
Lizzy Sullivan, Educator and Youth Advocate
Lizzy Sullivan is an experienced educator and student advocate who has spent over a decade teaching in K-12 schools. Recognized as Teacher of the Year and Teacher of the District, Lizzy helps school districts and students thrive by supporting well-being through literacy-centered curriculum, nutrition programs and mental health support. She works to promote equity and lasting change in her classrooms and community.
Location: Online via Zoom
Meeting Grief Together: Creating a Compassionate Response Plan
12/3/2025
Recorded: 12/3/25
This webinar is a practical and compassionate training designed to help organizations and individuals respond effectively when a tragic event, such as gun violence or loss of life, impacts their community. With a focus on supporting young patrons, families and staff, this session explores immediate and long-term strategies for communication, emotional support, and trauma-informed responses. Participants will learn how to prepare in advance, respond with empathy, and care for themselves and others in the wake of tragedy.
Learning Objectives:
Presenter:
Lizzy Sullivan, Educator and Youth Advocate
Lizzy Sullivan is an experienced educator and student advocate who has spent over a decade teaching in K-12 schools. Recognized as Teacher of the Year and Teacher of the District, Lizzy helps school districts and students thrive by supporting well-being through literacy-centered curriculum, nutrition programs and mental health support. She works to promote equity and lasting change in her classrooms and community.
Location: Online via Zoom
12/3/2025
Recorded: 12/3/25This webinar is a practical and compassionate training designed to help organizations and individuals respond effectively when a tragic event, such as gun violence or loss of life, impacts their community. With a focus on supporting young patrons, families and staff, this session explores immediate and long-term strategies for communication, emotional support, and trauma-informed responses. Participants will learn how to prepare in advance, respond with empathy, and care for themselves and others in the wake of tragedy.
Learning Objectives:
- Identify key components of an organizational response plan for supporting youth, families, and community members during and after a tragic event.
- Describe strategies for individual self-awareness and self-care in the face of trauma and grief, especially for frontline staff.
- Explain the importance of advance planning and communication protocols to ensure a compassionate and coordinated response to community trauma.
Presenter:
Lizzy Sullivan, Educator and Youth Advocate
Lizzy Sullivan is an experienced educator and student advocate who has spent over a decade teaching in K-12 schools. Recognized as Teacher of the Year and Teacher of the District, Lizzy helps school districts and students thrive by supporting well-being through literacy-centered curriculum, nutrition programs and mental health support. She works to promote equity and lasting change in her classrooms and community.
Location: Online via Zoom
Don't Go There: How to Avoid and Disengage from Controversial Conversations with Patrons and Staff
2/4/2026
Recorded: 2/4/26
Thankfully, the library is still a safe place for interacting and connecting with others. But what happens when the conversations become uncomfortable and controversial? How do you remove yourself from the unwanted drama, or at least disengage, if you can’t remove yourself?
Learning Objectives:
This program will use “real library life” examples of controversial and unwanted conversations and how to handle them.
Presenter:
Andrew Sanderbeck is a respected presenter, coach, and consultant. He has worked with library organizations for more than 20 years.
He champions Meliorism (mēl′yə-rĭz″əm), the belief that we can contribute to positive change and improve the world through acts of love, creativity, compassion, and kindness. He now resides in Wadsworth, Ohio with his wife, Michelle, and enjoys visiting his grandchildren in Pennsylvania.
Location: Online via Zoom
2/4/2026
Recorded: 2/4/26Thankfully, the library is still a safe place for interacting and connecting with others. But what happens when the conversations become uncomfortable and controversial? How do you remove yourself from the unwanted drama, or at least disengage, if you can’t remove yourself?
Learning Objectives:
- Two easy to use phrases to set boundaries with and redirect unwanted patron conversations
- Two respectful phrases to use the get yourself out of an unwanted conversation
- Three agreements staff can make with each other to remove politics, religion and other hot topics from the workplace
- How to recover from being involved in the controversy
This program will use “real library life” examples of controversial and unwanted conversations and how to handle them.
Presenter:
Andrew Sanderbeck is a respected presenter, coach, and consultant. He has worked with library organizations for more than 20 years. He champions Meliorism (mēl′yə-rĭz″əm), the belief that we can contribute to positive change and improve the world through acts of love, creativity, compassion, and kindness. He now resides in Wadsworth, Ohio with his wife, Michelle, and enjoys visiting his grandchildren in Pennsylvania.
Location: Online via Zoom
Don’t Go There: How to Avoid and Disengage from Controversial Conversations with Patrons and Staff
2/4/2026
Thankfully, the library is still a safe place for interacting and connecting with others. But what happens when the conversations become uncomfortable and controversial? How do you remove yourself from the unwanted drama, or at least disengage, if you can’t remove yourself?
Learning Objectives:
This program will use “real library life” examples of controversial and unwanted conversations and how to handle them.
Presenter:
Andrew Sanderbeck is a respected presenter, coach, and consultant. He has worked with library organizations for more than 20 years.
He champions Meliorism (mēl′yə-rĭz″əm), the belief that we can contribute to positive change and improve the world through acts of love, creativity, compassion, and kindness. He now resides in Wadsworth, Ohio with his wife, Michelle, and enjoys visiting his grandchildren in Pennsylvania.
Location: Online via Zoom
2/4/2026
Thankfully, the library is still a safe place for interacting and connecting with others. But what happens when the conversations become uncomfortable and controversial? How do you remove yourself from the unwanted drama, or at least disengage, if you can’t remove yourself?
Learning Objectives:
- Two easy to use phrases to set boundaries with and redirect unwanted patron conversations
- Two respectful phrases to use the get yourself out of an unwanted conversation
- Three agreements staff can make with each other to remove politics, religion and other hot topics from the workplace
- How to recover from being involved in the controversy
This program will use “real library life” examples of controversial and unwanted conversations and how to handle them.
Presenter:
Andrew Sanderbeck is a respected presenter, coach, and consultant. He has worked with library organizations for more than 20 years. He champions Meliorism (mēl′yə-rĭz″əm), the belief that we can contribute to positive change and improve the world through acts of love, creativity, compassion, and kindness. He now resides in Wadsworth, Ohio with his wife, Michelle, and enjoys visiting his grandchildren in Pennsylvania.
Location: Online via Zoom
Customer Service Conference: Communication and Credibility
4/23/2026
We are excited to welcome you to our second annual Customer Service Conference: Communication and Credibility. In an era where the library serves as a vital sanctuary for information and connection, our success thrives on the trust we build through every interaction.
Today, we invite you to explore the multifaceted nature of modern service. We will begin by mastering Professional Intelligence (PQ) to anchor our daily work in empathy and reliability. We’ll dive into strategies for bridging generational divides, ensuring inclusive access for all abilities, and maintaining safety and security within our shared spaces. We will also look at the science of the 'Mentor Mindset' to ensure our teens are welcomed. Finally, we will conclude with Resilience in Action, focusing on the boundaries and self-care habits that allow us to serve our communities without pouring from an empty cup. Together, we are here to sharpen the skills that turn everyday service into a mission of excellence and professional pride.
Presenter:
Ragan Snead serves as Executive Director of the Northeast Ohio Regional Library System, where she has led the organization since 2022. With 15 years of experience in public and academic libraries, she has worked in circulation, reference, youth services, and management. Ragan is passionate about
staff development and supporting library professionals as they grow their skills and confidence. She holds an MLIS from Kent State University and an MBA from Lake Erie College.
Safety and Security in Libraries
This breakout session will discuss safety and security issues that we are currently dealing with in today's libraries, whether it's unruly patrons, teenagers, threats that we are facing in our communities or mental health. The session will cover what resources we have available and how to make connections with our community partners who can assist us with some of our issues.
Presenter:
Bossie Loggins III is the Security Coordinator for the Cuyahoga County Public Library system and have been with the system for the past 14 years. Before taking that position, he was the Security Supervisor for the Cleveland Heights-University Heights Library system. In his 24 years of work in public libraries, he has been involved in almost any security and/or safety situation you can imagine. He has presented security topics for NEO-RLS, OLC conferences and several library systems throughout the state of Ohio on security issues, teen behavior and staying safe in libraries.
Breakout Session 2
Access Is Customer Service: Communicating Belonging in Public Libraries
At North Canton Public Library, customer service is rooted in intentional communication, before a patron ever approaches a desk. This session explores how NCPL has strengthened access and inclusion by making services clearer, more visible, and more responsive to diverse needs. Attendees will learn how sensory-inclusive practices, accessible design choices, assistive tools, and thoughtfully designed services help reduce barriers and create a sense of belonging for patrons with sensory, mobility, hearing, vision, and cognitive needs. Through practical examples and lessons learned, this presentation offers scalable strategies libraries can use to make access a visible, integrated part of everyday customer service.
Presenter:
Andrea Legg is the Director of the North Canton Public Library, where she has led with a focus on access, inclusion, and community-centered service since 2020 (yes, she started right at the beginning of the pandemic and lived to tell the tale). She has worked in public libraries since 2008 and currently serves on the Tuscarawas County Board of Developmental Disabilities and the Akron Children's Hospital NICU Parent Mentor Program. Andrea is very serious about libraries, not serious about herself, and lives under the benevolent but firm rule of two corgis who supervise all of her leadership and life decisions.
Respect + Resilience: Applying the Mentor Mindset to Improve Teen Engagement
Adapted from the latest work by Dr. David Yeager (10 to 25: The Science of Motivating Young People), this training equips public-facing library staff with practical tools and strategies to cultivate an environment of respect that improves communication and strengthens relationships with teens. Participants will learn strategies rooted in current psychology and neuroscience to create a more positive, engaging environment for teens that extends to all patrons.
Learning Objectives:
Location: Hilton Garden Inn
8971 Wilcox Dr
Twinsburg, OH 44087
There are currently 88 spots remaining out of 100
4/23/2026
We are excited to welcome you to our second annual Customer Service Conference: Communication and Credibility. In an era where the library serves as a vital sanctuary for information and connection, our success thrives on the trust we build through every interaction.
Today, we invite you to explore the multifaceted nature of modern service. We will begin by mastering Professional Intelligence (PQ) to anchor our daily work in empathy and reliability. We’ll dive into strategies for bridging generational divides, ensuring inclusive access for all abilities, and maintaining safety and security within our shared spaces. We will also look at the science of the 'Mentor Mindset' to ensure our teens are welcomed. Finally, we will conclude with Resilience in Action, focusing on the boundaries and self-care habits that allow us to serve our communities without pouring from an empty cup. Together, we are here to sharpen the skills that turn everyday service into a mission of excellence and professional pride.
Morning Session: Professional Intelligence (PQ): What Everyone Should Know
Professionalism in today’s library goes beyond appearance or etiquette—it shows up in how staff listen, respond, and engage with patrons and one another every day. It shapes the culture of service, influences public trust, and reinforces the library’s role as a welcoming, respectful, and reliable community resource. This program introduces the core elements of professionalism and how they support a positive, service-oriented library environment across all roles and responsibilities.
Participants will explore practical ways to create positive interactions, navigate difficult situations, and communicate with clarity and respect—whether working with patrons, coworkers, or community partners. Emphasis is placed on active listening, empathy, and thoughtful communication as essential tools for maintaining professionalism, strengthening relationships, and fostering teamwork. Attendees will leave with a shared understanding of how everyday behaviors contribute to a professional culture that reflects both personal pride and the library’s mission of service.
Participant Performance Objectives:
- Explore the five keys to professionalism and how they apply to a library’s culture of service.
- Identify ways to create positive interactions and resolve difficult situations with patrons and coworkers.
- Recognize the importance of active listening and empathy in maintaining professionalism and strong relationships.
Presenter:
Amy B. Shannon, President, Pinnacle Leadership Solutions, LLC, and a Partner in Your Partner in HR has specialized in Organizational Development, Human Resources and Training for over 25 years. For the past 13 years, Amy has been an Organizational Development consultant working with clients in manufacturing, service, financial and healthcare industries. Most recently, Amy served as the Executive Director II/Vice President of Corporate College where she built robust leadership training curriculum to serve her clients. Amy also holds certifications with numerous nationally known training vendors. She is a regular speaker at national conferences such as The Corporate University Week at the Disney Institute. She is a seasoned speaker for the HR Star Conference Cleveland. As a result of her high ratings, she has also been a key speaker at the HR Star Atlanta and received the Gold Medal Award three years in a row for best session speaker. Amy was a recipient of the 2015 HR Awards presented by ERC & CSHRM.
Breakout Sessions after lunch
Breakout Session 1
Strengthening Staff Communication Across Generations and Departments
Today’s workplaces bring together multiple generations, diverse communication styles, and departmental perspectives. While this diversity can be a powerful asset, it can also lead to misunderstandings, silos, and missed opportunities for collaboration. This interactive session explores how generational preferences and organizational structures influence communication, and offers participants practical strategies for building clearer, more collaborative connections across teams.
Objectives:
Amy B. Shannon, President, Pinnacle Leadership Solutions, LLC, and a Partner in Your Partner in HR has specialized in Organizational Development, Human Resources and Training for over 25 years. For the past 13 years, Amy has been an Organizational Development consultant working with clients in manufacturing, service, financial and healthcare industries. Most recently, Amy served as the Executive Director II/Vice President of Corporate College where she built robust leadership training curriculum to serve her clients. Amy also holds certifications with numerous nationally known training vendors. She is a regular speaker at national conferences such as The Corporate University Week at the Disney Institute. She is a seasoned speaker for the HR Star Conference Cleveland. As a result of her high ratings, she has also been a key speaker at the HR Star Atlanta and received the Gold Medal Award three years in a row for best session speaker. Amy was a recipient of the 2015 HR Awards presented by ERC & CSHRM.Breakout Sessions after lunch
Breakout Session 1
Strengthening Staff Communication Across Generations and Departments
Today’s workplaces bring together multiple generations, diverse communication styles, and departmental perspectives. While this diversity can be a powerful asset, it can also lead to misunderstandings, silos, and missed opportunities for collaboration. This interactive session explores how generational preferences and organizational structures influence communication, and offers participants practical strategies for building clearer, more collaborative connections across teams.
Objectives:
-
Understand key generational differences in communication styles and expectations.
-
Identify common communication barriers between departments.
-
Explore practical strategies for breaking down silos and strengthening cross-team collaboration.
-
Leave with at least one actionable communication strategy to use immediately.
Presenter:
Ragan Snead serves as Executive Director of the Northeast Ohio Regional Library System, where she has led the organization since 2022. With 15 years of experience in public and academic libraries, she has worked in circulation, reference, youth services, and management. Ragan is passionate aboutstaff development and supporting library professionals as they grow their skills and confidence. She holds an MLIS from Kent State University and an MBA from Lake Erie College.
Safety and Security in Libraries
This breakout session will discuss safety and security issues that we are currently dealing with in today's libraries, whether it's unruly patrons, teenagers, threats that we are facing in our communities or mental health. The session will cover what resources we have available and how to make connections with our community partners who can assist us with some of our issues.
Presenter:
Bossie Loggins III is the Security Coordinator for the Cuyahoga County Public Library system and have been with the system for the past 14 years. Before taking that position, he was the Security Supervisor for the Cleveland Heights-University Heights Library system. In his 24 years of work in public libraries, he has been involved in almost any security and/or safety situation you can imagine. He has presented security topics for NEO-RLS, OLC conferences and several library systems throughout the state of Ohio on security issues, teen behavior and staying safe in libraries.
Breakout Session 2
Access Is Customer Service: Communicating Belonging in Public Libraries
At North Canton Public Library, customer service is rooted in intentional communication, before a patron ever approaches a desk. This session explores how NCPL has strengthened access and inclusion by making services clearer, more visible, and more responsive to diverse needs. Attendees will learn how sensory-inclusive practices, accessible design choices, assistive tools, and thoughtfully designed services help reduce barriers and create a sense of belonging for patrons with sensory, mobility, hearing, vision, and cognitive needs. Through practical examples and lessons learned, this presentation offers scalable strategies libraries can use to make access a visible, integrated part of everyday customer service.
Presenter:
Andrea Legg is the Director of the North Canton Public Library, where she has led with a focus on access, inclusion, and community-centered service since 2020 (yes, she started right at the beginning of the pandemic and lived to tell the tale). She has worked in public libraries since 2008 and currently serves on the Tuscarawas County Board of Developmental Disabilities and the Akron Children's Hospital NICU Parent Mentor Program. Andrea is very serious about libraries, not serious about herself, and lives under the benevolent but firm rule of two corgis who supervise all of her leadership and life decisions. Respect + Resilience: Applying the Mentor Mindset to Improve Teen Engagement
Adapted from the latest work by Dr. David Yeager (10 to 25: The Science of Motivating Young People), this training equips public-facing library staff with practical tools and strategies to cultivate an environment of respect that improves communication and strengthens relationships with teens. Participants will learn strategies rooted in current psychology and neuroscience to create a more positive, engaging environment for teens that extends to all patrons.
Learning Objectives:
-
Attendees will understand how teen brain development affects teens' perception of the world around them and how they interact with it.
-
Attendees will understand how to set and enforce boundaries appropriately with teens to elicit desired behaviors and avoid undesirable ones.
-
Attendees will learn to employ respect, transparency, and appropriate expectations to foster positive interactions and relationships with teens in the library.
Presenters:
Carolyn Bagley is the intermediate/teen librarian at Firestone Park Library, part of the Akron–Summit County Public Library system. Drawing on 15 years of experience as an educator, she is a vocal advocate for middle and high school students, dedicated to helping adults shift their mindset about teenagers toward seeing them as capable, thoughtful, and worthy of trust. Carolyn is excited to support fellow public service workers with practical professional development rooted in teen-centered practice.
Kelly Chaplin has been working with youth for a decade and is currently the Assistant Youth Services Coordinator at Akron-Summit County Public Library. Kelly helps connect youth librarians with community representatives. She has experience with organizing large-scale programs such as the Library's mini-comicon Geekfest and system-wide services like the free book box subscription Lit Loot. Collaboration is key in all these efforts, and she deeply values what the Library staff can create when working together. She enjoys it when teens teach her new things and encourages youth to participate at their library and in the community.
Abigail Krukemeyer is an Intermediate and Teen Librarian with Akron-Summit County Public Library. She is passionate about adolescent development and is dedicated to providing services and opportunities that equip young people to succeed in today's multimodal world.
Emily Smith has worked for Akron Summit County Public Library for 8 years, currently serving as one of their Collection Development Librarians, and previously worked as an Intermediate/Teen Librarian. Emily holds a BA in Sociology from the University of Mount Union and an MLIS from Kent State University. Her educational and career background has afforded her the opportunity to work alongside youth and learn and understand their behavior, particularly inside a public library setting.
Safety and Security in Libraries - Repeated
Final Session: Resilience in Action
This session offers practical, easy‑to‑use strategies for building resilience, establishing healthy boundaries, and managing stress in a way that supports your well‑being both on and off the desk. Together, we’ll explore tools for staying grounded, communicating confidently, and creating habits that protect your energy.
Presenter:
Katie Jenkins, Executive Director, NAMI Greater Cleveland
Katie Jenkins is a passionate mental health advocate, experienced public servant, lifelong student, and mother. Her extensive professional background includes roles spanning every area of the mental health sector. Katie's guiding principle is rooted in empathy, compassion, and the belief that everyone deserves a high-level quality of life. She is dedicated to breaking down barriers and ensuring that no one faces their challenges alone.
Katie currently serves as a Vice-Chair of NAMI National's Executive Director Council's Executive Committee and is Chair of the NE Ohio Hub Steering Committee of the Mental Health and Addiction Advocacy Coalition. Katie is also a proud board member of R.A.K.E.
In May 2024, Katie graduated from Youngstown State University with a Master of Social Work and is a licensed social worker through the State of Ohio. She currently holds a Bachelor of Arts in Environmental Studies, Master of Public Administration, and a Chemical Dependency Counselor Assistant license.
Carolyn Bagley is the intermediate/teen librarian at Firestone Park Library, part of the Akron–Summit County Public Library system. Drawing on 15 years of experience as an educator, she is a vocal advocate for middle and high school students, dedicated to helping adults shift their mindset about teenagers toward seeing them as capable, thoughtful, and worthy of trust. Carolyn is excited to support fellow public service workers with practical professional development rooted in teen-centered practice.Kelly Chaplin has been working with youth for a decade and is currently the Assistant Youth Services Coordinator at Akron-Summit County Public Library. Kelly helps connect youth librarians with community representatives. She has experience with organizing large-scale programs such as the Library's mini-comicon Geekfest and system-wide services like the free book box subscription Lit Loot. Collaboration is key in all these efforts, and she deeply values what the Library staff can create when working together. She enjoys it when teens teach her new things and encourages youth to participate at their library and in the community.Abigail Krukemeyer is an Intermediate and Teen Librarian with Akron-Summit County Public Library. She is passionate about adolescent development and is dedicated to providing services and opportunities that equip young people to succeed in today's multimodal world. Emily Smith has worked for Akron Summit County Public Library for 8 years, currently serving as one of their Collection Development Librarians, and previously worked as an Intermediate/Teen Librarian. Emily holds a BA in Sociology from the University of Mount Union and an MLIS from Kent State University. Her educational and career background has afforded her the opportunity to work alongside youth and learn and understand their behavior, particularly inside a public library setting. Safety and Security in Libraries - Repeated
Final Session: Resilience in Action
This session offers practical, easy‑to‑use strategies for building resilience, establishing healthy boundaries, and managing stress in a way that supports your well‑being both on and off the desk. Together, we’ll explore tools for staying grounded, communicating confidently, and creating habits that protect your energy.
Presenter:
Katie Jenkins, Executive Director, NAMI Greater ClevelandKatie Jenkins is a passionate mental health advocate, experienced public servant, lifelong student, and mother. Her extensive professional background includes roles spanning every area of the mental health sector. Katie's guiding principle is rooted in empathy, compassion, and the belief that everyone deserves a high-level quality of life. She is dedicated to breaking down barriers and ensuring that no one faces their challenges alone.
Katie currently serves as a Vice-Chair of NAMI National's Executive Director Council's Executive Committee and is Chair of the NE Ohio Hub Steering Committee of the Mental Health and Addiction Advocacy Coalition. Katie is also a proud board member of R.A.K.E.
In May 2024, Katie graduated from Youngstown State University with a Master of Social Work and is a licensed social worker through the State of Ohio. She currently holds a Bachelor of Arts in Environmental Studies, Master of Public Administration, and a Chemical Dependency Counselor Assistant license.
Location: Hilton Garden Inn
8971 Wilcox Dr
Twinsburg, OH 44087
There are currently 88 spots remaining out of 100