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Staff Learning and Development Calendar

Schedule of Events for May 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.

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:

     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 TBD.

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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