Interpersonal Skills

6 hour class (Spring)

A. Communicating effectively - oral & written

B. Leadership skills

C. People skills for effective customer service

D. Proactive customer service skills

E. Dealing with problem customers

F. Dealing with emergency situations

Upon completing this class, students will have knowledge of:

 the importance of good interpersonal communication skills and how those skills are practiced in libraries
 leadership skills of use to librarians
 concepts of effective customer service (using Oklahoma examples)

o importance of positive attitude - smiling
o identify who is the customer
o respond to customer demand
o evaluation of services

 the importance of community involvement by staff and outreach services by libraries
 practical techniques for dealing with problem customers
 factors to consider when planning for and dealing with emergency situations