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Continuing Education Resources for Library Staff

Free Online Learning Resources

Training resources from the State Library of Oregon are supported in whole by the Institute of Museum and Library Services through the Library Services and Technology Act administered by the State Library of Oregon.
The following resources are available to staff, volunteers, and board members from all Oregon academic, public, school, and tribal libraries.

Training Calendar

View upcoming training events related to services and programs offered by the State Library of Oregon and free online training events as compiled by the State Library of Wyoming in the new training calendar. New events are added weekly and online conferences are listed below the calendar.

Basic Library Skills Academy

The State Library is pleased to announce the new Basic Library Skills academy -- open and free to everyone. This new academy covers introductory level tutorials and webinars on collection development, technical services, public programming and services, and more. Directors can use this resource to help onboard new staff and volunteers; staff can learn more about the overall operations of a library. No registration or user account necessary; however with a user account, Niche Academy will help you pick up where you left off.

New in the Oregon Library Staff Academy (Niche Academy):

Each week, the latest tutorials and recorded webinars are collected in their own category, New Tutorials and Webinars. Highlights include:

And many more can be found in the New Webinars and Tutorials section. 

Need access to Oregon’s Library Staff Academy? Just fill out this form (available to Oregon library staff, volunteers, and board members). Then you can get started here: https://my.nicheacademy.com/oregonstaff

Trainings by Ryan Dowd

  • Already registered for the academy? Then you're ready to access it here!
  • Need to register for access? Sign up here!
  • Monthly webinars hosted by Ryan Dowd are free to Oregon all library staff, volunteers, and board members. Please sign-up to receive registration announcements.
  • Recordings of Dowd's monthly webinars are now available in Dowd's academy. Future recordings will be added shortly after the live event. This resource is available to Oregon library staff, volunteers, and board members.

LYRASIS

  • ​LYRASIS offers free live webinars, free information sessions, and demonstrations of software and services. ​ 
  • ​Oregon staff can also save on other classes and eventsWhen registering, use these steps:
    1. Click on "Checkout as Non-Member of LYRASIS"
    2. Use your library's address on the registration form
    3. And use OSL22-23 for the Promo Code on the payment page

People Connect Institute (PCI) Webinars

Each Wednesday from 11:00a - 12:00p PT, explore new, relevant topics during a live webinar from People Connect Institute. These webinars will also be recorded and available about one week later in the Oregon Library Staff Academy / PCI Webinars category. For titles and registration information, please visit the PCI Webinars section. This resource is available to Oregon library staff, volunteers, and board members.

Statewide Databases

  • Gale/Cengage is the statewide subscription for magazine/journal/news articles, reference eBooks, statistics, images, audio, and video content); for training resources and more, visit this resource page on Gale/Cengage.
  • EBSCO LearningExpress Library is the statewide subscription for practice tests, skills-building for math, reading, and writing, computer skills tutorials, e-books and career development tools; for training resources and more, visit this resource page on EBSCO LearningExpress Library.

Tech-Talk Newsletter (electronic)

Provides how-to technology,  communications, and leadership tips. While not written specifically for library staff, the State Library regularly receives positive feedback about this service. 

  • Sign up to receive the weekly e-newsletter
  • View archived webinars and attend upcoming webinarsuse username and password near the top of each e-newsletter when prompted
  • Access resources on their website, use username and password near the top of each e-newsletter when prompted.

 

The following calendar shows free online training events as compiled by the Maine State Library and training events related to services and programs offered by the State Library of Oregon. To see a text version this month's free events listed by category, please visit the WebJunction page on Free Training or download the PDF version. ​Online conferences are listed below the calendar.

Use the drop down arrow next to the Agenda tab to select one or both calendars to view: "State Library of Oregon" and/or the "Continuing Education Calendar".

Online conferences, registration is free unless noted otherwise:

Thursday, July 25, 7:00a - 2:00p PT, Picture Book Palooza (School Library Journal)

This is an all-day, free virtual celebration of authors and artists from around the world, who bring picture books to life with their extraordinary art. Register for a day dedicated to their craft and hard work, with a schedule that includes keynotes, author panels, and illustrator spotlights with visionary creators. Visit the exhibit hall, chat with authors and publishing teams, download digital galleys & resources, and be prepared to be inspired as you build your collection, one picture book at a time.

Thursday, August 22, 7:00a - 2:00p PT, SLJTeen Live! 2024 (School Library Journal)

Come hear about the latest and most exciting forthcoming titles for teens and tweens. From rom-coms and mysteries to graphic novels and classic coming-of-age stories, our daylong program of author panels, in-depth conversations, and keynote talks will keep you inspired and entertained. You’ll also have the opportunity to visit the virtual exhibit hall to meet with leading publishers, enjoy additional chats, and download digital galleys and other free resources.

 

Have a topic you'd like to suggest for a presentation and/or discussion? Please let us knowLooking for recordings from previous Topic Talks? See below the upcoming schedule.

UPCOMING TOPIC TALKS

Check back soon for new topics in 2022!

PREVIOUS TOPIC TALKS

October 27, 2021 - Oregon Job Seekers: Who They Are and How Libraries Can Help

As extended unemployment benefits come to an end this summer, libraries anticipate an increase in the number of job seekers in their communities. This session will provide an overview of Oregon job seekers, focusing on trends and emerging areas of employment as the Oregon economy recovers. It will also present information about the characteristics of current job seekers and provide ideas for designing services to better support this important group of library users.  

Presenters: Liza Morehead, Research & Data Analyst, Worksystems, Inc. (A 501(c)3 non-profit organization that pursues and invests resources to improve the quality of the workforce in the City of Portland, Multnomah and Washington Counties.) Michele Martin, Director of Technical Assistance, Director of New Start Career Network & NJ Career Network Online Job Seeker CommunityJohn J. Heldrich, Center for Workforce Development, Rutgers, The State University of New Jersey

Video recording: Video recording: Niche Academy (with slides, resources, etc.) or YouTube.

October 13, 2021 - Virtual Meet-up with Library Support & Development Services

Meet the Staff! Join your friendly library support staff this hour to hear about who we are and what we're up to. Bring your questions, all are welcome! Hosted by the Library Support staff: Greta Bergquist, Jennifer Cox, Ross Fuqua, Darci Hanning, Jennifer Mauer, Tamara Ottum, Arlene Weible, Ferol Weyand, and Program Manager, Buzzy Nielsen. 

Video recording: YouTube 

July 20, 2021 - Northwest Digital Heritage

Katie Henry (Oregon Heritage Commission), Evan Robb (Washington State Library), and Ross Fuqua (State Library of Oregon) hosted a session (including Q&A) about the new cross-state, interagency partnership, Northwest Digital Heritage. Learn about this new program which seeks to help public libraries and heritage organizations in Oregon build and share their historic and cultural collections broadly through a newly established, regional service hub of the Digital Public Library of America (DPLA).

Video recording: YouTube

March 30, 2021 - Learn all about: Oregon Documents Depository

Jey Wann, Oregon Documents Coordinator, discusses the history of the Oregon Documents Depository Program, describes how to access State Library’s Oregon Documents Collection, and features some interesting, useful, fun, and even wacky, Oregon government publications.

Reference librarian Dave Hegeman covers the many ways Oregon documents can be used to reference, including laws and rules, statistics, and notable reference sources.

Video recording: Niche Academy (with slides, resources, etc.) or YouTube 

March 16, 2021 - County Law Libraries and YOU

Oregon’s county law libraries provide invaluable services to the general public and legal community. They provide specialized legal resources and staff guidance to assist with legal matters and research.

In this session, join Amy Gregory from the Washington County Law Library and Jenny Pedersen from Deschutes Public Library to learn more about Oregon’s law libraries. Amy and Jenny will share examples of services offered by county law libraries, the types of resources available, and how the public can access those services and resources.

Video recording: Niche Academy (with slides, resources, etc.) or YouTube.

January 13, 2021 - Shared Learning: Providing Trauma-Informed Services in Small and Rural Libraries

How can staff in small and rural libraries adopt a trauma-informed approach without access to the resources that a larger library or a library in an urban community may have? That's just what several Oregon librarians set out to learn by participating in a recent Infopeople course, "Providing Trauma-Informed Services in Small and Rural Libraries." Come listen to their take-aways and hopefully leave with some of your own!

Video recording: Niche Academy (with additional resources) or YouTube.

December 9, 2020 - Winning Library Grants: An In-Depth Approach

Ready to learn the best method for writing grant proposals to give you the competitive edge? Discover how to plan and write grant proposals, including the nitty-gritty essentials of needs assessments, project development, and outcome measurement. Find out who gives funding best suited for your library and how to find grant applications (including five free resources for finding grant library funders and a funder’s wish list). Join Stephanie Gerding as she shares common grant proposal components and the top five tips for writing winning proposals. Your grant work will become easier and more effective! Access to the recording is limited to Oregon library staff, volunteers, board members, Friends and foundation members, please request access here.

December 2 - Winning Library Grants: Beginner Tips in 30 Minutes

Are you new to grant writing? Stephanie Gerding’s webinars are known for being practical and easy to understand. Learn the basic process of grant work and the shortcuts that will enable you to start winning grants now. Discover the most important thing to keep in mind when doing library grant work, easy planning steps, grant sources for beginners, and the top ten tips for success. You CAN win grants for your library! Access to the recording is limited to Oregon library staff, volunteers, board members, Friends and foundation members, please request access here.

November 18, 2020 - Library Innovation in COVID Times

Oregon libraries of all types are responding to the challenge of service during COVID times with a wide array of innovative programs and services. Innovation may include new services, but can also mean offering traditional services in different ways. 

State Library staff have been collecting stories and want to celebrate the great work happening in the Oregon library community. In this session, Buzzy Nielsen and Arlene Weible will share examples and help participants connect with other library staff to learn more about how they may implement these ideas in their own community. Please come and share your own innovation stories or just listen and gain inspiration from your library colleagues across the state.

Video recording: YouTube or Niche Academy; download presentation (with embedded links) 

October 20, 2021 - Virtual Programming Meetup  

Have you been working to maintain connections to your community virtually? Would you like some ideas and strategies?  This recorded session has your colleagues taking virtual programming in a variety of directions. From digital rooms to recorded demos, staff are working to help community members feel connected to the library in tangible ways. Each panelist briefly shared about a virtual strategy their library is using and there and at the end of the session, audience members were able to share their own endeavors and ask questions. Greta Bergquist moderated. 

Panelists: 

  • Carrie Bushman, Cook Memorial Public Library
  • Emily West, North Plains Public Library
  • Jolene Hall, Independence Public Library
  • Marian Rose, Seaside Public Library 

Video recording: YouTube or Niche Academy (with supporting resources)

September 29, 2020 - Virtual Meet-up with Library Support & Development Services

This is your chance to learn more about Library Support & Development Services and what we can do for your library. Hosted by the Library Support staff: Greta Bergquist, Ross Fuqua, Darci Hanning, Jennifer Mauer, Tamara Ottum, Arlene Weible, Ferol Weyand, and our new Program Manager, Buzzy Nielsen. Library Support provides services for all types of libraries in Oregon: academic, law, public, school, tribal, you name it! We will take a bit of time introducing you to our services and leave plenty of time for your questions. This session is useful to any library worker or supporter who’s interested in learning more about the State Library’s free services available to help make local libraries’ lives easier.

Video recording. Library Support and Development Services website. Contact Us web page.

August 7, 2020 - In partnership with OLA's Public Library Division: "Centering Race in Library Reopening: Opportunities for Systems Change".

Sonja Ervin, Equity and Inclusion Manager at Multnomah County Library, will talk about the work and progress Multnomah County Library has made with diversity, equity, and inclusion. She will also include things you can do at your library, no matter the size of your library. There will be time for questions and answers after her presentation. This presentation is free for all in the library community, and will be recorded for viewing at a later date.

Video recording (hosted in Niche Academy, no login in required) and the Presentation slides (PDF)

June 17, 2020: PL stats (COVID-specific) - an update

June 10, 2020: Check-In: How's It Going?

June 3, 2020: Unemployment and job-seeking services

May 27, 2020: Having difficult conversations with patrons

May 20, 2020: Reference during the pandemic: challenges and opportunities

May 13, 2020: Reopening Oregon (Governor’s Plan) and Libraries

May 6, 2020: Statistics - how to capture our work during the pandemic

April 29, 2020: Staging a return to library services: planning for a post-quarantine library

April 22, 2020: Services for Spanish speakers during COVID-19

PCI (People Connect Institute) Webinars

Each Wednesday from 11:00a - 12:00p PT, explore new, relevant topics during a live webinar from People Connect Institute. These webinars will also be recorded and available a few days later in the Oregon Library Staff Academy / PCI Webinars category. 

Request your registration links for these upcoming webinars. Note: all PCI Webinars (live and recorded) are limited to Oregon library staff, volunteers, board members, Friend and Foundation members.
 

 
 
 

September 4: Emergency and Crisis Management in Libraries 

Libraries are most often in vulnerable positions from crisis of natural disaster to active shooters. But library staff are often not formally trained to handle basic emergency preparedness. Emergencies are not always clear-cut, especially in libraries. Unique challenges arise like damage to resources or patrons confiding with you about personal matters that could constitute getting emergency services involved. This webinar will help you to prepare your library to handle shut downs and other emergency services through formation of policies and training. As a result of this program, attendees will:

  • Delineate between emergency and crisis at various levels and unique library emergencies
  • Identify best policies and practices for creation of an emergency manual
  • Implementing plans and responses including mandated reporting
  • Understand each stage of the process including preparedness and response and recovery

Presenter: Jennifer Blair is the Head of User Services Librarian and Associate Professor at Azusa Pacific University (APU). Her role is dedicated to the user experience, including marketing the library, and teaching. She has extensive experience teaching online courses in design and computer literacy. Jennifer holds a B.A. in Graphic Design, a M.A in Education with an emphasis in Educational Multimedia, and a M.S. in Library and Information Studies. Her experience in academic and public libraries as well as work experience in art and design allow her to employ visionary strategies to enrich progress and enhance advancement for students.

September 11: Transform and Thrive: Fostering Wellness in Our Work 

Library staff and administration do more than point people in the right direction to books and information. We foster wellness for ourselves and others. One way to foster wellness is to tap the entrepreneurial spirit and apply it within the library organization, setting the tone that the library is a welcoming and creative space for all–honoring the genius of everyone within. Join us to discover how to do more than balance too many projects and not enough time but foster wellness and promote self-renewal. As Emerson inspires: “Life consists in what a person is thinking of all day.” This session does not tell one what to think, but rather shows how to activate creative thinking and how to enrich daily activities in practical ways. As a result of this program, participants will be able to:

  • Demonstrate an ability to create wellness in their work by using the entrepreneurial spirit: starting with the end in mind, tapping dignity, unity, and harmony in our thinking and daily activities. creatively reducing bureaucracy
  • Explain at least three actions successful librarians take to activate the skill of discernment when prioritizing and making decisions
  • Cite at least three resources that can be used to further hone their skills in fostering wellness in their work

Presenter: Dorothy Stoltz is a professional librarian, author, consultant, mentor, and trainer. With more than 40 years in public libraries, she has experience in outreach, programming, community engagement, supervision, management, and administration.  Dorothy has spearheaded several projects, including a research study to determine the effectiveness of library training and school readiness; two peer learning project studies; and a traveling augmented reality (AR) exhibit featuring history stories and artifacts. Dorothy is owner of Waldo Publishers, LLC, inspired by the writings of Ralph Waldo Emerson. https://waldopublishers.com/ Waldo’s goal is to present and publish books that inspire “activating from within.”  Stoltz Creative Consulting offers a range of mentor, consulting, and training services on creativity and peer learning for libraries and other organizations.

September 18: ¡Canta Conmigo!: Ten New Songs for Bilingual Storytime 

Is your bilingual storytime in need of new content? Learn ten original translations of songs to refresh and revitalize your Spanish bilingual storytime! This program will present a hands-on approach to learn fingerplays, action songs, and songs for manipulatives, as well as ideas on how to adapt these songs to fit early literacy programming targeted to babies, toddlers, or preschoolers. Aside from new content, this program will also provide insight on how to approach translation for early literacy programming. As a result of this webinar, participants will be able to:

  • Incorporate new songs, rhymes, action, and manipulative songs into bilingual storytime programs.
  • Understand how to adapt these songs for babies, toddlers, or preschoolers.
  • Identify basic translation methods utilized to produce translations of songs and rhymes.

For optimal learning, participants should have a basic grasp of bilingual storytime and Spanish. For manipulative songs, participants should have an egg shaker, scarf, and rhythm sticks available.

Presenter: Sheridan Jay Cazarez is a Youth Services Librarian at the Long Beach Public Library. At LBPL, he coordinates Summer Reading, and other reading initiatives, facilitates early literacy programs, bilingual programs, and works on community engagement and outreach, both on digital platforms and in person. He has presented on translation and cultural competency for early literacy programming at the REFORMA National Conference, California Library Association Conference, Seguimos Creando Enlaces Conference, and the American Library Association Conference. He graduated with a Master of Science in Library and Information Sciences from the University of Illinois at Urbana-Champaign, and is an American Library Association Spectrum Scholar, a Katharine Sharp Scholar, and an Illinois Library Association Sylvia Murphy Williams Scholar. His graduate studies examined bilingualism and early literacy, and culturally competent services to Latinxs and Spanish speakers. Sheridan holds a Bachelor of Arts in Spanish, completed at California State University at Long Beach, where he studied the histories, literatures, cultures, and politics of the Americas and the Iberian Peninsula, as well as basic translation and interpretation methodologies. He serves with the Los Angeles Chapter of REFORMA, and is currently helping to plan the next REFORMA National Conference which will take place in Long Beach, CA in September 2025. Learn more at reformaconference.org. For more bilingual storytime resources visit Sheridan's and his colleague, Luisa Leija's website, www.bibliocuentos.com. 

September 25: The Librarian’s Guide to Authors 

Every community is home to authors. Whether independently or traditionally published, authors are out there wanting to connect with you. In this webinar, we’ll explore the relationship between authors and librarians, including the unique ways each group is attracted to books and how to use those attractions to work together. As a result of this program, attendees will:

  • Learn about marketing and promotion challenges for authors and how to help
  • How to work with authors who approach the library
  • How they can support authors and create a mutually beneficial relationship

Participants will also receive a free copy of Cari’s short ebook, THE LIBRARIAN’S GUIDE TO AUTHORS.

Presenter: Cari Dubiel is the Assistant Director at Twinsburg Public Library. She brings many years of experience to both her author and library careers. Leveraging her unique perspective, Cari speaks to both authors and librarians about the ways they can partner with each other. She has written both THE LIBRARIAN’S GUIDE TO AUTHORS and THE AUTHOR’S GUIDE TO LIBRARIES.

September 25, 1:00p PT: Influencing Others into Action 

For this program, we consider how to foster positive influence in our work groups. We will examine our emotional intelligence, communication styles/strategies, and learn best practices for engaging work problems/conflict. Through examining our work cultures, you will gain transferable skills to create positive influence and action in the workplace.  As a result of this program, you will:

  • Understand verbal and nonverbal communication patterns
  • Determine one’s emotional intelligence
  • Develop effective communication skills for creating positive influence in the workplace

Presenter: Dr. Stevie M. Munz, Ph.D. is an award-winning teacher and researcher with 10+ years of experience in the communication field. She has led hundreds of discussion forums, presentations, trainings, and workshops. As a communication expert, she is passionate about developing your communication power skills!

October 2: Displays That Do More: Passive Programming with Book Displays 

Readers Advisory is one important thing that a well-done book display can accomplish. They can market your collection, programs, and services. But a book display can do more – it can be passive programming which will allow a library to increase their programming in a way that maximizes staff time. Join Passive Readers’ Advisory expert Lila Denning for an hour of all the ways that you can leverage your book displays to provide programming to patrons of all ages. You will learn how to combine physical and digital materials with interactive features to draw in visitors to your library. She will also show you how to design these displays and replicate the idea online, where possible. Attendees will learn how to:

  • Understand the basic features of book displays as passive readers advisory and what defines a passive program. 
  • Identify best practices for creating a well-designed book display with interactive features. 
  • Discover how you can tie together in-library passive programming with book displays to your online efforts and active programming.  
  • Learn where to find ideas to inspire your passive programming efforts.

Presenter: Lila Denning is a librarian in Florida specializing in Passive Readers Advisory for patrons of all ages. She is the acquisitions coordinator for the St. Petersburg Library System and has worked in circulation, reference, and youth services. She serves the volunteer coordinator for the Horror Writers of America. You can find her on Twitter @Vantine and on BlueSky @Vantine.bsky.social. On her blog, bookdisplays.blogspot.com, she talks about ideas for book displays and other forms of Passive Readers Advisory and how to best use it to serve your patrons.

October 9: The ‘Must Do List’ for Leaders 

Expand your horizons and discover ways to be your best self in your leadership role. Whether you’re new to your position as a leader or have been a leader for some time, you’ll find new things to love about serving in a leadership role. True leaders are not only focused on the outcomes and productivity of the organization but are just as committed to cultivating and developing their staff and their own personal growth. In this session, current and new leaders will learn the ‘must do list’ for leaders that will set them up for continued success. Attendees will learn how to:

  • Strategically and competently lead their team and/or organization
  • Enhance their personal leadership style with a customized leadership development plan
  • Develop and sustain effective leadership throughout all levels of the organization 
  • Set themselves, their team and their organization up for success to foster efficient performance and positive outcomes

Presenter: Clenise Platt is a native of Virginia Beach, Virginia. She is a gifted leader, communicator, strategic thinker and creative who partners with senior leaders, executives and teams to develop, plan and execute dynamic and innovative programs. Her areas of concentration include leadership and board development, employee engagement, talent development, customer service, and culture cultivation to help increase employee development and organizational performance. Clenise has authored several books and articles focused and has been published in multiple publications including the Virginia Libraries Journal.

October 16: Boosting Morale and Engagement with Neuroscience-Backed Techniques 

Employees with high morale have less absenteeism, turnover and errors, and are more productive. We all want an engaged and productive staff . . . and neuroscience explains why certain strategies are more adept at fostering a sense of belonging, safety, commitment, and cooperation. This program will discuss low cost and no cost strategies and techniques that can help your library team feel recognized, appreciated, understood, and supported. Both the how and why will be explained. In this program you will:

  • Identify at least four foundations of strong functioning teams 
  • Gain two examples of how to employ each idea

Presenter: Laura Greco, RN, MEd is a certified wellness coach and speaker who facilitates learning and changing habits. She helps professionals eliminate burnout, manage stress, create life balance, and rekindle their sense of purpose and joy. Self-care (body, mind, and spirit) is the basis for well-being and we all have the capacity to make positive lifestyle changes are 2 of her foundational beliefs.

October 23, 9:30a PT: Handling New and Awkward Customer Behaviors 

This webinar addresses the actions employees can take when they encounter new and awkward customer behaviors. Attendees will learn immediately applicable words, phrases and techniques to effectively respond to anxious, irrational, flirtatious and other unprofessional customers. The Handling New and Awkward Patron Behaviors program promises to be interactive, thought provoking and engaging and includes a handout that attendees can use a job aid for when they are on-the-job with their users. As a result of this program, attendees will:
  • Learn phrases to set boundaries with their customers
  • Learn phrases to redirect unwanted questions and phrases
  • Discuss and resolve eight difficult and awkward real-life customer situations
  • Review best practices for keeping a safe library environment for everyone

Andrew has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills for libraries in the U.S. and numerous countries around the world. Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina.

October 23: Nonverbal Matters: Using Body Language to Communicate 

A large majority of communication comes from nonverbals like facial expressions, gestures, and posture. It is universal and infused into every single interaction we have. Learn how to decipher what the body is saying and utilize nonverbal tells for approachability and great customer service. 

As a result of this program, you will not only learn how to project confidence in your communication with others, but really change how you feel, all through the use of body language. You will also discover ways that body language can be used to help manage situations of conflict and to build empathy with your colleagues and customers.

Presenter: For over thirteen years, Holly Klingler has been training people in a variety of career fields on how to maximize their communication, creativity, and critical thinking skills.  She has presented at the Akron Women’s Bar Association, the Ohio Certified Public Accountants Annual Conference, the Hudson Job Corp., and has trained library staff for over twelve years, eight of which were as the Continuing Education trainer at the Northeast Ohio Regional Library System. She teaches valuable techniques to help professionals showcase their strengths, sharpen their skills, and grow both their abilities and confidence. Holly has a Master of Arts degree in Philosophy, a Masters of Library and Information Science, and a certification in nonverbal analysis. She is also a certified Career Development facilitator and an MBTI Certified Practitioner and Facilitator.

October 23: 12:30p PT: Unlocking Customer Satisfaction: The Role of Goal-Oriented Listening and Empathetic Communication to Improve Customer Interaction 

Want to master the art of exceptional customer service? This interactive workshop, equips attendees with essential communication techniques to navigate any customer interaction. Based on the latest research in effective communication, the program equips attendees with goal-oriented listening techniques, diffusing techniques, and empathetic communication. By applying these communication techniques, attendees will be able to build trust and address concerns effectively. This program is designed for anyone who interacts directly with the public. Investing in these communication skills will not only enhance the customer experience but also improve efficiency and reduce conflict. At the end of this training, attendees will be able to:

  • Define the key elements of goal-oriented listening and diffusing statements.
  • Evaluate the effectiveness of communication skills and identify areas for improvement in customer service interactions.
  • Apply goal-oriented listening, diffusing statements, and empathetic communication techniques to navigate customer interactions.
  • Reflect on their current communication practices in customer interactions to identify areas for improvement.

Presenter: As an interpersonal and family communication scholar, Jordan Allen, Ph.D., brings 10 years of teaching and researching experience to help people improve communication in their daily lives. Jordan has published research in several communication journals, including The Journal of Family Communication, Communication Theory, and Communication Annals. She has also contributed chapters to books on a range of interpersonal and family communication topics, including research methodologies, interpersonal conflict, family relationships, and twin communication, to name a few.

October 30: Succeeding with Community Partnerships 

The public library is often called on to be “all things to all people.”  As the list of “all things” continues to grow it is getting harder to deliver on this expectation.  Partnering with community can be the answer to solve this need.  Identifying the needs of community and then partnering with the correct resource can be a win-win solution for patrons and others.  There is no need to recreate the wheel and there are significant benefits involved for the library and the community partner. Attendees will learn how to:

  • Assess the community’s needs and inventory what the library can/should do
  • Identify community partners 
  • Assemble the “ask”
  • Build benefits package – to portray the message “how the partner benefits from an alignment with libraries?” 

Presenter: Nicolle Davies is a library leader, speaker, and consultant.  Davies serves as the State Librarian for Colorado.  She holds both a Master’s in Public Administration and a Master’s in Library and Information Sciences.  Davies served as the Executive Director of the Charleston County Public Library in South Carolina, and the Arapahoe Library District in Colorado. She was named Library Journal’s 2016 Librarian on the Year.  Before coming to libraries, Davies worked in broadcast journalism and public relations.  She is considered an expert in policy design, advocacy, leadership, public relations, and communications.

PCI (People Connect Institute) Webinars - Archived

Recorded webinars are available to staff, volunteers, board members, and Friends and Foundation members of Oregon libraries through the Oregon Library Staff Academy. Need access? Please use this request form and select "I would like access to: The Oregon Library Staff Academy".

 

 

From the OLA EDI and Antiracism Special Committee:  

EDI Antiracism Toolkit Now Available:

PLD Director's Training Session on the EDI Antiracism Toolkit, recorded on 1/29/21 (YouTube, approximately 2 1/4 hours).

Be sure to visit the OLA EDI Antiracism Committee web page.