Beyond the Shush: Assertive and Professional Communication

This session is designed primarily for front-line staff, including clerical staff, entry-level employees, and those who are new to working with the public in a library setting.

As the kickoff to our August programming schedule, with Lisa Paolantonio, LCPC, CEAP. We'd like to offer a fun, interactive, and practical session on building professional boundaries with patrons. The goal is to help staff recognize the difference between being friendly and becoming too familiar. While creating a welcoming environment is an important part of excellent customer service, it's equally important to maintain appropriate professional boundaries.

The session will be interactive, engaging, and focused on real-life situations, giving staff practical tools they can immediately use to create welcoming patron experiences while maintaining professional boundaries.