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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><b><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'>It is not too late to sign up</span></b><span style='font-size:14.0pt;color:#7030A0'> </span><b><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'>for</span></b><span style='font-size:14.0pt;color:#7030A0'> </span><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'>Handling Angry Customers with Tact and Skill !<o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'><o:p> </o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'>Offered twice for your convenience<o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'> <o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'><a href="http://www.neo-rls.org/ce/eventdetail.cfm?ID=1179">November 2<sup>nd</sup> 10:00 a.m.</a><o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'><a href="https://neoemeetings.adobeconnect.com/_a1014479569/r8xjh18q8d8/?refresh-parent=true">November 3<sup>rd</sup> 2:00 p.m.</a><o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:14.0pt;font-family:"Arial","sans-serif";color:#7030A0'><o:p> </o:p></span></i></b></p><table class=MsoNormalTable border=0 cellpadding=0><tr><td style='padding:3.0pt 3.0pt 3.0pt 3.0pt'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Speaker: </span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><br><b>Andrew Sanderbeck </b>has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the People~Connect Institute Webinars. </span><span style='font-size:9.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p></td></tr><tr><td colspan=2 style='padding:3.0pt 3.0pt 3.0pt 3.0pt'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Program Description:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><br>What do you do when a customer or employee gets in your face or in your space? How do you react & or do run and hide from it? What is the secret to handling situations with difficult angry customers while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations so that we don't get caught up in them? <o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>The Handling Angry Customers with Tact and Skill webinar explores our dealings with other people by defining the source of their anger and difficult behavior, (hint: it's not usually the person, it's their behavior) and gives you a step by step approach to help you effectively diffuse and resolve these situations. </span><span style='font-size:9.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p></td></tr></table><p class=MsoNormal><span style='font-size:14.0pt;color:#7030A0'><o:p> </o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Melissa Lattanzi, Senior Continuing Education Specialist<br><a href="mailto:lattanzm@neo-rls.org"><span style='color:blue'>lattanzm@neo-rls.org</span></a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'><a href="http://www.neo-rls.org/"><span style='color:blue'>http://www.neo-rls.org</span></a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Northeast Ohio Regional Library System</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>4445 Mahoning Ave. NW</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Warren, OH 44483</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>330-847-7744</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>ext. 12<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'><img border=0 width=155 height=155 id="Picture_x0020_1" src="cid:image001.gif@01CC8F16.968D8010" alt=NEOsmall></span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>