Living Through a Pandemic: How to Stop Burnout and Improve Customer Service - Part 1
The world has changed. You're no longer in the library and you certainly don't see patrons or customers. You're working at home where children, a spouse or partner, dogs, the laundry and endless other distractions intrude at any moment, making it difficult to meet deadlines or even feel a sense of accomplishment. You wear a mask when you leave your home. You avoid other people and are afraid to go to the supermarket. When you do get groceries, you wipe them all down with Clorox and wash your produce in soapy water. This is life in a pandemic, and from what the experts say, it isn't going away anytime soon.
This two-part, Zoom Workshop will help you address these challenges and give you guidelines to manage burnout as well as 8 customer service tools. To address burnout, you'll know how to:
- Reduce or eliminate burnout
- Connect with others
- Share best practices
- Establish a routine, including breaks & rewards
- Be a beginner
And on Day 2, as we look at how to provide excellent customer service in these difficult times, we'll explore:
- Patience
- Empathy
- Negotiation
- Listening/Communications
- Self-Control
- Depersonalization
- Humor
- Knowing your job
Interactive and fun, this workshop is an investment in you. You'll learn that stopping burnout and improving customer service are intricately connected, and that these practical skills can be used in your everyday work. Jean has created and delivered programs for library staff all over New England, and has spoken at both the CLA and NELA conferences. Jean tailors all her presentations to the specific challenges facing each organization, helping staff improve morale, lower absenteeism, and provide excellent customer service.
Jean conducts short, confidential phone interviews with several participants a week or two before each class. If you'd like to share your thoughts on the topic, please let Gail know and she'll connect you with Jean.
For more information, please contact Gail Hurley at the Connecticut State Library at 860-704-2222 or Gail.Hurley@ct.gov.
Note: A zoom link will be sent to you the day before the event.
JEAN BAUR BIO
Jean is a dynamic speaker who knows how to inspire audiences to maximize their potential. She draws on her diverse background as an author and career coach to reveal the symptoms and causes of burnout, empowers her audiences to be the "boss" of their own lives and careers, and helps them realize there are always choices. She has spoken to organizations across the country including the Association of Career Professionals International, nonprofits and public libraries, educational institutions, the insurance industry, and the Assisted Living Federation of America.
Author of three books, Jean has worked as a writer throughout her career. Her most recent book, "Joy Unleashed: The Story of Bella, the Unlikely Therapy Dog", is in its third printing and continues to delight readers with its true stories of Bella comforting patients, helping special needs students, and reassuring people in crisis. Bella died in January, 2018, and Jean is working on a sequel about Bella and a new series of books about her second therapy dog, Rudy, for special education students. http://JeanBaur.com
- Date:
- Tuesday, July 21, 2020
- Time:
- 11:00am - 12:15pm
- Categories:
- DLD Online Webinar
Event Accessibility for Guests with Disabilities
We want to provide what you need to participate!
If you require access services to participate fully, please use the Accommodation Request Form at least 7 days prior to the event.
If you have any questions about accessibility, please contact Gail Hurley at gail.hurley@ct.gov or (860) 704-2223.
You can also see our Library and Accessibility LibGuide for more information.
Registration Eligibility
To register for a DLD workshop or webinar, you must be one of the following:
- current library staff member
- undergraduate or graduate library student
- Friend or Board Member/Trustee*
- retired or unemployed library staff
Please contact Gail Hurley at gail.hurley@ct.gov or (860) 704-2223 with registration questions.
*Unless otherwise specified that a Friend or Board Member/Trustee is not eligible for a training or workshop.
Note: paid consultants are not eligible to attend DLD workshops or webinars.
Cancellation Policy
If you cannot attend a workshop you have registered for, please remember to cancel at least 3 days in advance so we can give your spot to someone else. You can cancel via the link in your confirmation email, or by contacting Gail Hurley gail.hurley@ct.gov | (860) 704-2222.
Those who miss (without cancelling) 3 events within a 6-month period will be placed on the waiting list when registering for future events. Be sure to sign in when you arrive for any workshop.
Inclement Weather Policy
For all in-person workshops offered by the CT State Library, Division of Library Development:
If the public schools in the town where the workshop is to be held close due to weather, the workshop will be canceled. If the schools have a delay, the workshop will go on as scheduled.
For the most up-to-date information, call us at 860-704-2200.
Continuing Education workshops and the professional development collection are funded in part by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered by the Connecticut State Library.