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Staff Learning and Development Calendar

Schedule of Events for February 2003

What does quality service look like in the UM Libraries? How do we know if we are providing good service? The values shaping effective customer service and the role all library staff play in the delivery of service will be discussed in this first of three customer service modules. Participants will engage in a variety of discussions and activities that will lead to an understanding of the UM Libraries' service philosophy and the importance of evaluating what we do.

All library staff (faculty, staff and graduate students) will be expected to attend this module.

For information or to register, contact the lib-learning reflector (lib-learning@umail.umd.edu). Please put "Customer Service Module 1" in the subject line.

Additional Spring 2003 dates for this workshop are:

Customer Service Module 2: Working with Internal Customers was developed by the UM Libraries' Train-the-Trainers team and is part of the Learning Curriculum.

In this module participants will build on the philosophical concepts presented in Module 1, focusing on how to consistently apply Customer Service skills and practices. Staff will participate in activities in the helping relationship, the dynamics of interpersonal communication and active listening skills.

All library staff (faculty, staff and graduate students) will be expected to attend this module.

For information or to register, contact the lib-learning reflector (lib-learning@umail.umd.edu). Please put "Customer Service Module 2" in the subject line.

Additional Spring 2003 dates for this module are:

     Tuesday, March 11 (1:30 pm-4:30 pm. McKeldin 7121)
     Thursday, March 20 (9:00 am-12:00 pm. McKeldin 7121)
     Thursday, April 3 (1:30 pm-4:30 pm. McKeldin 7121)
     Monday, April 28 (9:00 am-12:00 pm. McKeldin 7121)
     Thursday, May 15 (9:00 am-12:00 pm. McKeldin 7121)
     Wednesday, June 4 (1:00 pm-4:00 pm. McKeldin 7121)
     Monday, June 16 (1:30 pm-4:30 pm. McKeldin 7121)

Customer Service Module No. 3: Learning From Each Other: Achieving Service Excellence in Dealing with External Customers was developed by the UM Libraries' Train-the-Trainers Team and is part of the Learning Curriculum.

In this module participants will build on the philosophical concepts of Customer Service presented in Module 1 and Module 2. It will focus on skills to develop good customer relationships with External Customers. Factors involved in the helping relationship will be explored such as attitude at work, active listening skills, and strategies for dealing with difficult customers. Learning will be achieved through a variety of exercises, group discussions, and information sharing.

All library staff (faculty, staff and graduate students) will be expected to attend all three of the Customer Service Modules. Please attend Module 1 before attending Modules 2 and 3.

For information or to register, contact the lib-learning reflector (lib-learning@umail.umd.edu). Please put "Customer Service Module 3" in the subject line.

Additional Spring 2003 dates for this module are:

     Tuesday, March 4 (1:00 pm-4:30 pm. McKeldin 7121)
     Monday, March 10 (9:00 pm-12:30 pm. McKeldin 7121)
     Friday, April 11 (9:00 am-12:30 pm. McKeldin 7121)
     Monday, May 5 (1:00 pm-4:30 pm. McKeldin 7121)
     Wednesday, May 7 (9:00 am-12:30 pm. McKeldin 7121)

Stress Management Workshop

Do you have a long to-do list? Are you constantly running from one place to another? Is some aspect of your life not going as planned? Many of these things might have you feeling stressed. The Learning Curriculum staff is now offering you an opportunity to attend a workshop during which you will learn about the variety of ways that stress manifests itself and practical tips for managing stress. Other topics that will be covered include: suggestions for improving one's health by getting a handle on stress, how the ways in which we think about stressors affect our emotions, and the characteristics of resiliency that buffer us against stress symptoms.

The two-hour workshop will be offered twice and will be led by Tom Ruggieri, Coordinator of the UMCP Faculty/Staff Assistance Program. Space is limited, so please register early! If you are interested in attending either session of this workshop,please send an e-mail to lib-learning@umail.umd.edu with the subject line, 'Stress Management,' and indicate which session you would like to attend. Thank you!

An additional date for this workshop is:

       Wednesday, March 5, 2003 (2:00-4:00, MCK 7121)

Sexual Harassment Prevention Program

This workshop is for Library staff who have not participated in the Sexual Harassment Prevention Program training on the UMD campus. This training is required for all staff, including student workers and Graduate Assistants. Updates or refresher classes for staff will be planned at least bi-annually or more frequently as dictated by changed law or policy. Please call Lisa Wheeler (x4-0336) if you have any questions about your eligibility for this training.

You will learn to recognize and resolve sexual harassment, learn ways a victim of sexual harassment can document incidents of harassment, learn EEOC's definition of quid pro quo and hostile environment harassment, learn about employer liability in harassment cases, and learn about resolution procedures available at UM and the University's sexual harassment prevention policy.

If you have any questions, please contact Lisa Wheeler (lwheeler@umd.edu). To sign up, contact Lisa Wheeler.

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