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DEALING WITH THE PUBLIC <br />Instructor: Kathryn Barrington <br />OBJECTIVES <br />This one -day seminar is an opportunity for you to develop strategies and <br />techniques to improve your ability to work efficiently and profitably with <br />today's public. <br />WHO SHOULD PARTICIPATE <br />Anyone who deals with the public, particularly receptionists, field personnel <br />in recreation, building inspection and public works, and public safety officers. <br />TOPICS <br />e Today's changing public <br />- inability to wait <br />- unwillingness to be uncomfortable <br />a Self-concept and job title <br />- how they affect the way the public sees and treats us <br />- how to win <br />s Listening effectively (the difference between hearing A listening) <br />a Understanding language <br />- common words <br />- their effect <br />a Guiding people to the point quickly <br />a Giving accurate instructions <br />o Non-verbal communication <br />s Controlling emotion and being objective (skills to handle opinionated <br />and angry people) <br />a Conflict management <br />s Handling new situations <br />a 'Self-fulfilling prophecy (how it can help in being more effective with <br />oths, s ) <br />i Ways to promnfe a positive departmental image <br />INSTRUCTOR: <br />KATHRYN BARRINGTON conducts training programs for a variety of organizations <br />covering a range of topics. She is particularly well-known for this seminar <br />on 'Dealing With the Public.' <br />