Front-line librarianship thrives on positive customer service, even when faced with upset patrons. While empathy is a key skill in these situations, it's not always easy to access in the heat of the moment. Yet, empathy, like any skill, can be developed. Learning to use empathy effectively helps library staff understand patrons' emotions, enhancing service for everyone involved.

As a result of this workshop, participants will be able to:

1. Discuss the importance of empathy at work and how it intersects with customer service.

2. Identify your own emotional intelligence within the three stages of empathy development.

3. Improve customer service interactions through applying empathy techniques.
 

How will I be participating?

During this live virtual workshop, expect frequent, active participation for maximum impact!

Collaborate with peers through the use of breakout rooms and other digital tools. Microphones and cameras are essential for full participation. Please note, sessions will not be recorded.

Location

This workshop will be held virtually via Zoom. 

A reminder email with the login link will be sent to all registrants 24 hours before the start of the program.

• If you did not receive the reminder email, please check your spam folder as it may be filtered there.
• If you do not find the email, please contact info@masslibsystem.org.