Thursday, November 15, 2012
Serving Your Customers Without Sacrificing Yourself
I attended Rayna Schroeder's workshop 'Serving Your Customers Without Sacrificing Yourself' at LaVale on November 14. This sounded like an interesting topic for me, as I deal with customers every day, and some of them can be challenges to my good nature. I learned that if I can identify my 'triggers', actions that will make me angry, I can learn how to diffuse the negative energy before I lose my cool. There are tools that can help me keep calm and they include the SOSS model. SOSS stands for Stop, Oxegenate, Strengthen Appreciation and Seek Information. The more I can emotionally understand a person, the less negative energy will be directed their way. I will try to encourage my coworkers to give our customers the benefit of the doubt and try to empathize with them and the library environment will be a nice place to be in!