[OPLINLIST] It's getting hot in here!

[SWON Info]

*When someone’s yelling at you, it’s natural to want to yell back.* But 
if you match their tone of voice, raise your voice to be as loud as 
theirs, you’ve turned up the temperature on a situation you really want 
to cool down. So what should you do?

*Try to be calm, yourself.* Speak at a normal volume, and keep yourself 
as relaxed as possible. Demonstrate the emotional state you want them to 
be in. *This helps you*: it helps you listen to what they’re saying and 
respond rationally.

*It helps them too*: when they hear someone speaking calmly to them, 
they’ll probably start to lower their volume. As they begin to calm 
down, they’ll be better able to explain why they’re upset. This may not 
happen immediately, and it may not help someone who’s determined to act 
out. But it’s a good place to begin.

*Learn more ways to help customers in crisis at SWON’s Fall Staff 
Training Symposium, October 23rd.* Early-bird pricing ends September 
30th, just a few days away, so act now to register at the reduced rate: 
http://tiny.cc/sts_triage

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  Continuing Education from the Ohio Regional Library Systems

SWON is one of four Regional Library Systems in Ohio, and we all provide 
continuing education. Supporting Members of one Regional have access to 
programming for all four Regionals at Supporting Member rates. (If 
you’re not a Supporting Member, you have access to all Regional 
programming at Geographic Member rates.)

So for example, a SWON Supporting Member could attend NEO’s /“Secret 
Recordings & Managing the Digital Workplace”/ at the Supporting Member 
rate of $25. There, you’ll learn what the law says about videotaping and 
recording in the workplace and how that should be reflected in library 
policy. You’ll also learn about the impact social media has on the 
workplace and library policy. Register here: 
http://www.neo-rls.org/ce/eventdetail.cfm?ID=7275

Find more continuing education programs from the Regionals here:

  * NEO: http://www.neo-rls.org/ce/cesignup.cfm
  * NORWELD: http://host2.evanced.info/norweld/evanced/eventcalendar.asp?
  * SERLS: http://ce.serls.org
  * SWON: http://www.swonlibraries.org/calendar

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Connect to SWON online: Website <http://www.swonlibraries.org/> : 
Calendar <http://oh.evanced.info/swon/lib/eventcalendar.asp> : Facebook 
<https://www.facebook.com/SWONLibraries?sk=wall> : Twitter 
<http://twitter.com/swonlibraries>
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Calendar excerpts from the next two weeks. (Please register for online 
classes at least two days before they take place.)

      o *Communicating Up
        <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=608>* -
        (9/26/2013) - Online
      o *Support Staff (SIG) Meeting
        <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=646>* -
        (10/2/2013) - SWON Conference Room
      o *Twenty Things You Can Do to Make Your Library’s Site Better
        Right Now!
        <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=647>* -
        (10/3/2013) - Online
      o *Summer Reading Program Workshop: STEM!
        <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=610>* -
        (10/7/2013) - Lane Library Admin Center
      o *The Customer KISS
        <http://oh.evanced.info/swon/lib/eventsignup.asp?ID=648>* -
        (10/8/2013) - Online


SWON Libraries - http://www.swonlibraries.org
10250 Alliance Road, Suite 225
Blue Ash, OH 45242
phone (513) 751-4422 - fax (513) 751-0463
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