2020 Learning and Development Catalogue.pub

CUSTOMER SERVICE SKILLS If you are interested in improving your commu- nication style with the public and your peers, then this workshop is for you! Anita Bhandari encourages all staff that was hired in 2019 or

2020 to attend this workshop. Learning Outcomes Include:

COMMANDING AN AUDIENCE Effective communication is critical in any role. Whether you are persuading colleagues, working with clients, or leading your team - the power of your presentation makes the difference between success and failure. This workshop provides the skills that empower you to communicate confidently and capably to any audience. You’ll receive proven methods and techniques to develop compelling presentations with universal appeal—yielding consistent, posi- tive results.

 Improving your ability to communicate with the public and internal staff  Recognizing the barriers in delivering out- standing customer service  Discover techniques for handling difficult sit- uations & people (RATER and DEAR Models)  Recognize the benefits of an organization having exceptional customer service and dis- cuss peer coaching and process

January 29

8:30 AM to 10:30 AM

Date TBD Register Me

Blaney Register Me

LASERFICHE Are you new to the City and haven’t yet had the opportunity to have a proper introduction to Laserfiche? This workshop is exactly what you need to get up to speed! Join our very own Joanne Leeder in learning the following outcomes:

Logging into Laserfiche

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Folder structures

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 Creating a favourites and shortcut folder

 Opening, creating and saving documents

How to Search in Laserfiche

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October 1

12:00 PM to 1:00 PM

Library Lab Register Me