Strategies for Responding to Difficult Questions (archived webinar)

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 


Competency: Communication

Sub-Category: Selects and applies the most appropriate and
effective communication means to meet situational needs.

From the innocent "Where do babies come
from?" to poking at complex political issues, a difficult question can bring
conversations and workplace productivity to a halt.

In libraries, they might include
the vague request from the library user who doesn't know or can't articulate
what they want. 

How about the loaded question meant to stop progress on a new
strategic plan? Or the personal question that is more an accusation? Or the
complicated problem that requires more than a simple yes or no response?

It's not just about coming up with the "right" answer.
Learn how to stay calm, confident, and competent, even when the person asking
is confused, poorly informed, unorganized, or hostile. A few key strategies can
keep both of you on track and, in a library workplace, can lead everyone back
to work on good terms.

At the conclusion of
webinar, participants will be able to:

  • Stay
    focused on content, not what you think the intent is

  • Stay
    respectful regardless of the question

  • Make
    a conversation a dialogue, not a monologue

  • Build
    trust and respect during difficult conversations

  • Take
    less time to deal with "hard" questions


SERLS Member Libraries: $0.00

All Other Libraries: $15.00

Event Type: 
Online Course
Monday, April 29, 2019 (All day)