Program Type:
Webinar- Registration is available for this event.
- Registration is no longer available for this event.
Program Description
Event Details
Nobody likes to hear bad news; most people hate being told what to do. How we tell people what they can and can’t do in the library has a huge impact on whether they comply or not. Some of our patrons are influenced by their own sense of self-importance, caught up in the distraction of their personal problems, busy with their phones, and not the best listeners. It can be hard for them to hear us, and even harder for them to accept why we ask them to follow our library rules.
Jefferson Fisher is an attorney and a popular contributor on social media to the fine art of listening and talking with skill. His book, The Next Conversation: Argue Less, Talk More (TarcherPerigee, 2025), can help us navigate tough talks with patrons (and how about with our employees, as well?).
In past webinars for Library 2.0, Steve Albrecht has covered the books Crucial Conversations and Verbal Judo. He will follow the same format, offering a “webinar book report” on what to say, to get better cooperation, and what not to say, to avoid continuing confrontations.
LEARNING AGENDA:
- How to use specific conversational tools that give all staff control, confidence, and better connections with patrons.
- Setting boundaries, building “frames,” addressing defensiveness, and speaking assertively, rather than defensively.
- How to give bad news to patrons.
Presenter:
JEFFERSON FISHER is a trial lawyer, speaker, and best-selling author. Millions around the world, including celebrities and global leaders, follow Jefferson for his practical communication advice. He is a sought-after speaker at Fortune 500 companies and governmental agencies, and hundreds of thousands of people subscribe to his actionable email newsletter and podcast. Fisher is a Texas board-certified personal injury attorney and the founder of Fisher Firm, where he helps people all over the United States connect to trusted legal services. He lives with his wife and two children near Beaumont, Texas.
CALL Training Partner: Library 2.0
Track: Communication
Additional Information
Enrollment Statement
I understand that a space will be reserved for me in this learning opportunity at a cost to CALL, and if I am unable to attend this learning opportunity, I will cancel my enrollment as soon as possible and before the start date.
Recording in CALL Academy
The recording for this session will be made available in CALL Academy approximately one week after delivery.