Are You Listening? Improving This Power Skill [NEO-RLS: Webinar]

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 doDiscover why preferred listening styles might changeBecome more aware of your own style so that you can adapt that style to whoever is speakingLook 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 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.

For more information and to register, click HERE. 

Voices of the Community: Asking and Listening at the Library [NEO-RLS: Webinar]

In polarizing times, building community and trust through communication is vitally important. This session will discuss how public libraries can help break down barriers and further understanding among people through programming and powerful partnerships. Ramsey County Library’s Ask series, presented in partnership with local grass roots organization Do Good Roseville, was a bi-monthly facilitated discussion designed to give a voice to the underrepresented in the community. Our new endeavor, Sidewalk Talks, focuses on providing a one-to-one empathetic listening experience in public spaces. We’ll discuss the unexpected challenges and the continuing rewards of building programming in response to racism and inequity, as well as the importance of keeping the voices of the community front and center.

Presenter:  Carol Jackson, MLIS, has held various management positions at Ramsey County Library (MN). She is currently Branch Manager of the Shoreview branch and Adult Programming Coordinator for the library system. An enthusiastic community partner and advocate, she was named a Library Journal Movers & Shakers in 2019, primarily due to the Ask series and other community well-being programming.

For more information or to register, click HERE. 

Assertiveness for the Unassertive [NEO-RLS: Webinar]

Assertiveness – grrrrr! Oh wait, that’s being aggressive! In this webinar, we’ll discuss the differences between being assertive and aggressive, as well as the dangers of being passive. Moving through today’s world, no matter what our position is in the workplace, learning to be assertive can be a valuable skill. But there can definitely be a fine line between that and aggressiveness. And it won’t serve us well to cross that line, just like it typically doesn’t serve us well to be passive.
In the midst of our daily activities, it’s easy to just let things go, which is sometimes the best choice. But being passive can create big problems – as can being aggressive. We can contribute to tension in our workplace, low morale, a poor public image, and lots of other problem areas we would all rather prevent.
Assertiveness can help us be more confident in our interactions on a daily basis. AND it can relieve some of the stress in our lives. Why not develop this important skill?

Learning Objectives:Understand the difference between assertive and aggressiveUnderstand the dangers of being passiveLearn to be more confident in your daily interactionsPresenter:

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.

For more information and to register, click HERE. 

Outreach and Reference in the Land of Wikimedia [NEO-RLS: Webinar]

Wikipedia continues to be one of the world’s most popular websites, sharing information on seemingly endless topics. We know that it’s much easier to reach patrons where they and that this virtual outreach has recently become even more important, but knowing how to integrate our work into Wikimedia projects can feel like a whole new endeavor.

Learning Objectives:Explore how to use what we already know about our collections and our communities to map new paths in outreach, with just a small investment of time and effortLearn how to create editor accounts and utilize community support tools, edit Wikipedia articles with text, citations, and imagesLearn how to add to the data that can appear in popular search engine results, and how this can easily be done from anywhere by library staff, student interns, and even volunteers.Presenter:

Jen Johnson is the State Library of Ohio’s digitization consultant and project coordinator for Ohio Digital Network, Ohio’s DPLA hub.
She’s worked in academic, special, and public libraries, and when she’s not working, she’s most likely renovating her house or dreaming of traveling.

For more information and to register, click HERE

Escape Rooms at Your Library [NEO-RLS: Webinar]

Escape rooms are relentlessly fun and deceptively educational – a perfect library program for all ages! This webinar will cover everything you need to know in order to host an escape room at your library.

Learning Objectives:Understand what an escape room is and how to adapt the concept to your library’s programmingLearn the logistics, from materials to puzzle types, behind planning an escape room programExperience a virtual (and quick) escape room scenarioPresenter:

Chris Labib is an Adult Services Librarian at Kent Free Library. She loves to learn and have fun, and her programs for the adults in her community reflect those passions.

For more information and to register, click HERE. 

Dealing with Hostile and Potentially Dangerous Library Users [NEO-RLS: Webinar]

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 ObjectivesEnsure everyone on the staff knows what to do in emergenciesLower the drama of difficult encounters with library customersDevelop consistent responses to challenging customer behaviorPresenter:

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.

For more information and to register, click HERE. 

Building Empathetic Collections: Fostering Empathy and Kindness in your Community [NEO-RLS: Webinar]

Literature creates a gateway to help library patrons understand concepts of empathy, compassion and kindness. Creating a curated collection of library resources inspires and fosters understanding of others and different perspectives and is the foundation of building a climate of empathy in the library. Empathy is transformative and can bring about positive change in the community.


Meghan Harper, Ph.D, Professor,  Kent State University in Kent, Ohio.
Dr. Harper is Interim Director of the School of Information as of July 1. Harper previously served as the Master of Library and Information Science (MLIS) program coordinator as well as the school library media concentration coordinator. Dr. Harper is co-director of the Virginia Hamilton Multicultural Literature Conference, the longest running national conference of its kind.

For more information and to register, click HERE. 

Empathetic Marketing: Connecting with Users through Marketing [NEO-RLS: Webinar]

Empathetic marketing is the latest marketing trend-showing users how you can meet their core emotional needs. When libraries use empathetic marketing to show users how library services and staff can meet their emotional needs, it helps users feel more connected, shows them that people know and care about what they are experiencing, and lets them know that we can help them in a variety of ways. Once users realize that the library staff know and care about their needs, they often feel more comfortable seeking assistance from us when they need it-whether related to the library and research or not.

Learning Objectives:Define empathetic marketingShow examples of empathetic marketingDemonstrate ways that libraries can incorporate empathetic marketing in their outreach endeavorsPresenter: 

 Carrie Girton is the Public Services Librarian at Rentschler Library at Miami University Hamilton in Hamilton, Ohio. She earned her MLIS from the University of Kentucky. Carrie recently served as the Interest Group Coordinator for the Academic Library Association of Ohio (ALAO) and as Co-Chair for the Association of College & Research Library’s (ACRL) Distance Learning Section (DLS) Bibliography Committee. She volunteers for a local community center’s afterschool program, coaching K-5 students on reading and literacy skills.

For more information and to register, click HERE. 

Fundamentals of Cataloging ONLINE: RDA vs. AACR2 for Serials Cataloging (Session 3)

This third session in the Serials series will focus on the key changes that the new cataloging standard, RDA (Resource Description and Access), brings to serials cataloging considerations. 


Through this session, attendees will have the opportunity to…

Understand how RDA changes continuing resource catalogingExplore additional factors to consider when cataloging electronic serialsDiscuss provider-neutral standards for electronic resourcesIdentify and practice copy cataloging from quality serial records

Register for this webinar

An Empathic Approach to Customer Service Training [NEO-RLS: Webinar]

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 resultsIdentify at least one of your own implicit biases and understand how it can affect the customer service you offerTell at least one personal story about customer service that can be used to improve customer service in your own libraryPresenter:

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.

For more information and to register, click HERE.