msdg

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Exploring Difficult Customer Situations

Kate Marshall reports on a recent online event aimed at supporting frontline staff in techniques and approaches for handling difficult customer situations.

Organised by the Mercian Staff Development Group (MSDG), and facilitated by Diana Edmonds and Sue Daly from Bridgford Consultancy, the virtual workshop aimed to enable delegates to explore tools and techniques for handling the awkward and sometimes emotional customer situations dealt with by those in frontline customer service roles within library teams.

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Staff Development Group Announces New Outline Events Programme for 20/21

As the new academic year begins, so too are details emerging for this year’s staff development events programme from the Collaboration.

Rising sun

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Call for Contributions: Decolonising the Academic Library

An invitation for contributions to a Mercian Collaboration Staff Development Group event organised jointly by De Montfort University, Leicester and Leicester University.

Gaz Johnson's picture

Putting Positive Persuasion into Practice

Librarianship is a communicating profession at heart, but communication comprises more than simple information exchange. Sometimes, you need to influence positively, as Lynn reports from this recent MSDG workshop.

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