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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Aptos",sans-serif">Hi Mary, et. Al.,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Aptos",sans-serif">LM provides the
<b>Niche Staff Skills Academy</b> on our <a href="https://www.michigan.gov/libraryofmichigan/libraries/ce">
Continuing Education page</a>, for all library staff. There’s a Customer Service category on the right side of the home page once you create an account. There are de-escalation technique courses, crucial customer service skills, setting boundaries with patrons,
and so many more course options. All self-paced. There are also some articles and recordings via
<b>WebJunction</b> (also linked on LM’s CE site) that you can access by searching for “Customer Service.” Please reach out to us if you have any questions.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Aptos",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><i><span style="font-family:"Aptos",sans-serif">This program is supported in part by the Institute of Museum and Library Services.
</span></i><span style="font-family:"Aptos",sans-serif"><br>
<br>
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Aptos",sans-serif">Thank you,<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:5.0pt"><b><span style="font-size:12.0pt;font-family:"Century Gothic",sans-serif;color:#2E74B5">Cathy Lancaster</span></b><span style="font-family:"Aptos",sans-serif;color:#2E74B5"><o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-family:"Aptos",sans-serif;color:black">Youth Services Coordinator</span><span style="font-family:"Aptos",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:115%"><span style="font-family:"Aptos",sans-serif;color:black">Library of Michigan<br>
702 W. Kalamazoo St.<br>
Lansing, MI 48915</span><span style="font-family:"Aptos",sans-serif"><br>
</span><i><span style="font-family:"Aptos",sans-serif;color:black;background:white">My Pronouns: She/Her/Hers - See
</span></i><span style="font-family:"Aptos",sans-serif"><a href="http://www.mypronouns.org/"><i><span style="color:blue;background:white">www.mypronouns.org</span></i></a></span><i><span style="font-family:"Aptos",sans-serif;color:black;background:white"> to
learn more<b>.</b></span></i><span style="font-family:"Aptos",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Aptos",sans-serif"><a href="mailto:LancasterC5@michigan.gov">LancasterC5@michigan.gov</a><span style="color:#1F497D">
</span><b><span style="color:black">|</span></b><span style="color:black"> 517-335-8129
<b>|</b> </span><a href="http://www.mi.gov/libraryofmichigan"><span style="color:blue">www.mi.gov/libraryofmichigan</span></a><span style="color:#1F497D">
<br>
</span><span style="color:black">Follow us: </span><a href="https://www.facebook.com/libraryofmichigan/"><span style="color:blue">Facebook</span></a><span style="color:black">
<b>|</b> </span><a href="https://twitter.com/libraryofmich"><span style="color:blue">Twitter</span></a><b><span style="color:#1F497D">
</span><span style="color:black">|</span></b><span style="color:#1F497D"> </span>
<a href="https://www.instagram.com/libraryofmichigan/"><span style="color:blue">Instagram</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Aptos",sans-serif"><br>
</span><span style="font-family:"Aptos",sans-serif">Join the </span><span style="font-family:"Aptos",sans-serif"><a href="http://mail2.mcls.org/mailman/listinfo/miyouth"><b><span style="color:#006EB6;background:white;text-decoration:none">MiYouth</span></b></a></span><span style="font-family:"Aptos",sans-serif">
<span style="color:black;background:white">Listserv, created for Michigan public library staff to share and discuss children and teen programming and services.<o:p></o:p></span></span></p>
<p class="MsoNormal"><span style="font-family:"Aptos",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Aptos",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> Michlib-l <michlib-l-bounces@mcls.org> <b>On Behalf Of
</b>Mary Harrison via Michlib-l<br>
<b>Sent:</b> Wednesday, June 12, 2024 11:06 AM<br>
<b>To:</b> michlib-l@mcls.org<br>
<b>Subject:</b> [Michlib-l] webinar training recommendation<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal" align="center" style="text-align:center;background:#FFFF88">
<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"><span style="font-size:12.0pt;font-family:"Aptos",sans-serif"><o:p> </o:p></span></p>
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<p class="MsoNormal">Good Morning MichLibL,<o:p></o:p></p>
<p class="MsoNormal"> I am wondering if anyone has taken a good training that provides scripts for addressing challenging patron situations in the Library. For example, the Blackbelt Librarian teaches us to address a problem by assuming the patron doesn’t
know that a rule is being violated, “Excuse me, Sir, you probably didn’t realize that food is now allowed in the study room”. This allows the patron to save face. I am looking for similar trainings that provide examples of what staff could say to address
difficult encounters.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks for any suggestions you can offer, Mary<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Mary Jean Harrison<o:p></o:p></p>
<p class="MsoNormal">Director<o:p></o:p></p>
<p class="MsoNormal">Coloma Public Library<o:p></o:p></p>
<p class="MsoNormal">151 W. Center Street<o:p></o:p></p>
<p class="MsoNormal">PO Box 430<o:p></o:p></p>
<p class="MsoNormal">Coloma Michigan 49038<o:p></o:p></p>
<p class="MsoNormal">269-468-3431<o:p></o:p></p>
<p class="MsoNormal"><a href="http://www.colomapubliclibrary.net/">www.colomapubliclibrary.net</a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:13.45pt;line-height:21.0pt;mso-line-height-rule:exactly">
<i><span style="font-family:"Constantia",serif;color:#555555;letter-spacing:-.1pt">The most important asset of any library goes home at night – the library staff.<o:p></o:p></span></i></p>
<p class="MsoNormal" style="margin-bottom:8.0pt;line-height:15.0pt;mso-line-height-rule:exactly">
<i><span style="font-family:"Constantia",serif;color:#555555;letter-spacing:-.1pt">Timothy Healy<o:p></o:p></span></i></p>
<p class="MsoNormal"><o:p> </o:p></p>
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