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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Mea cupla, all. The announcement below was intended to preview the course for a small slice of continuing education folks. When hundreds of people registered, they had to
cut the link.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Stay safe, and I’ll see you on the other side<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Sonya Schryer Norris<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Library of Michigan, MDE<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">517-335-1498<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Bill Bowman <bowmanb@cidlibrary.org> <br>
<b>Sent:</b> Friday, December 4, 2020 9:39 AM<br>
<b>To:</b> Norris, Sonya (MDE) <NorrisS2@michigan.gov><br>
<b>Subject:</b> RE: [Michlib-l] Preparing for the Next Wave of Pandemic - Fatigued Customers<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<strong><span style="font-family:"sans-serif 10pt",serif;color:black">CAUTION: This is an External email. Please send suspicious emails to
<a href="mailto:abuse@michigan.gov"><span style="font-weight:normal">abuse@michigan.gov</span></a></span></strong><o:p></o:p></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p>
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<p class="MsoNormal"><span style="color:#1F497D">Is the webinar gone? I can’t sign up for it!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Bill<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Clarkston Independence District Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Michlib-l [<a href="mailto:michlib-l-bounces@mcls.org">mailto:michlib-l-bounces@mcls.org</a>]
<b>On Behalf Of </b>Norris, Sonya (MDE) via Michlib-l<br>
<b>Sent:</b> Wednesday, December 2, 2020 12:18 PM<br>
<b>To:</b> <a href="mailto:michlib-l@mcls.org">michlib-l@mcls.org</a>; <a href="mailto:ploud@mcls.org">
ploud@mcls.org</a><br>
<b>Subject:</b> [Michlib-l] Preparing for the Next Wave of Pandemic - Fatigued Customers<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">People Connect Institute (PCI) Webinars would like to preview their newest webinar for free<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-family:"Open Sans",sans-serif;color:black">Preparing for the Next Wave of Pandemic - Fatigued Customers</span></b><span style="font-family:"Open Sans",sans-serif;color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">Thursday, December 17<sup>th</sup>, from 3:30 - 4:30 pm EST. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">Program Description:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">As a result of this program, you will learn:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">• Your role in customer conflicts: Are your actions and decisions making things better or worse?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">• 7 Things to never say to a customer...ever again<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black">You can register for the program here: <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black;letter-spacing:.3pt;border:none windowtext 1.0pt;padding:0in"><a href="https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fattendee.gotowebinar.com%2Fregister%2F712516931501838860&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616255955%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=6Ni7mJ%2FlNJZ8sOHQ%2BrtzFrne%2F2l4TnSKefLUSz9NWEY%3D&reserved=0" target="_blank"><span style="color:#954F72">https://attendee.gotowebinar.com/register/712516931501838860</span></a></span><span style="font-family:"Open Sans",sans-serif;color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Open Sans",sans-serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Sonya Schryer Norris<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Library Consultant<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Library of Michigan<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">Michigan Department of Education<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif">517-335-1498<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><a href="https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmichigan.gov%2Flibraryofmichigan&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616265912%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=LCYedbhaq%2FBJVrZURUptvgrVMTS6DI%2Bbu5XDXe3sldI%3D&reserved=0">https://michigan.gov/libraryofmichigan</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><a href="https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmel.org%2F&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616275867%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=A8IXXt6fy27mqQaXcQiRdXI8ojKE5Ylu3O4icltgtM0%3D&reserved=0">https://mel.org</a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Open Sans",sans-serif"><a href="https://gcc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fmichlibrary.org%2F&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616275867%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=cdEQNC%2Bx0fb9xtOAoIsm1%2BZmNZDzJcXmE5pdN%2BQfTuc%3D&reserved=0">http://michlibrary.org</a><o:p></o:p></span></p>
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