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<p><strong>When someone’s yelling at you, it’s natural to want to yell
back.</strong> 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?</p>
<p><strong>Try to be calm, yourself.</strong> Speak at a normal
volume, and keep yourself as relaxed as possible. Demonstrate the
emotional state you want them to be in. <strong>This helps you</strong>:
it helps you listen to what they’re saying and respond rationally. </p>
<p><strong>It helps them too</strong>: 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.</p>
<p><strong>Learn more ways to help customers in crisis at SWON’s Fall
Staff Training Symposium, October 23rd.</strong> Early-bird pricing ends
September 30th, just a few days away, so act now to register at the
reduced rate: <a href="http://tiny.cc/sts_triage">http://tiny.cc/sts_triage</a></p>
<hr>
<h1 id="continuingeducationfromtheohioregionallibrarysystems">Continuing
Education from the Ohio Regional Library Systems</h1>
<p>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.)</p>
<p>So for example, a SWON Supporting Member could attend NEO’s <em>“Secret
Recordings & Managing the Digital Workplace”</em> 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: <a
href="http://www.neo-rls.org/ce/eventdetail.cfm?ID=7275">http://www.neo-rls.org/ce/eventdetail.cfm?ID=7275</a></p>
<p>Find more continuing education programs from the Regionals here: </p>
<ul>
<li>NEO: <a href="http://www.neo-rls.org/ce/cesignup.cfm">http://www.neo-rls.org/ce/cesignup.cfm</a>
</li><li>NORWELD: <a
href="http://host2.evanced.info/norweld/evanced/eventcalendar.asp?">http://host2.evanced.info/norweld/evanced/eventcalendar.asp?</a>
</li><li>SERLS: <a href="http://ce.serls.org">http://ce.serls.org</a>
</li><li>SWON: <a href="http://www.swonlibraries.org/calendar">http://www.swonlibraries.org/calendar</a></li>
</ul>
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font-family: Helvetica,Arial,sans-serif; font-size: 12pt;"
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font-size: 12pt; color: rgb(0, 0, 0);" data-mce-style="font-family:
arial,helvetica,sans-serif; font-size: 12pt; color: #000000;"><hr><span
style="font-family: arial,helvetica,sans-serif;"
data-mce-style="font-family: arial,helvetica,sans-serif;">Connect to
SWON online: <img name="image.png"
src="cid:part1.03030806.08090609@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Sent%3E29824?part=1.1.2&filename=image.png">
<a href="http://www.swonlibraries.org/" title="Website" target="_blank"
data-mce-href="http://www.swonlibraries.org/">Website</a> : <img
name="image.png" src="cid:part2.07010504.02050802@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Sent%3E29824?part=1.1.3&filename=image.png">
<a href="http://oh.evanced.info/swon/lib/eventcalendar.asp"
title="Calendar" target="_blank"
data-mce-href="http://oh.evanced.info/swon/lib/eventcalendar.asp">Calendar</a>
: <img name="image.png"
src="cid:part3.09040000.00070505@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Sent%3E29824?part=1.1.4&filename=image.png">
<a href="https://www.facebook.com/SWONLibraries?sk=wall"
title="Facebook" target="_blank"
data-mce-href="https://www.facebook.com/SWONLibraries?sk=wall">Facebook</a>
: <img name="image.png"
src="cid:part4.04050204.04060700@swonlibraries.org"
data-mce-src="imap://info%40swonlibraries%2Eorg@mail.oplin.org:143/fetch%3EUID%3E/Sent%3E29824?part=1.1.5&filename=image.png">
<a href="http://twitter.com/swonlibraries" title="Twitter"
target="_blank" data-mce-href="http://twitter.com/swonlibraries">Twitter</a></span><span
style="font-family:
arial,helvetica,sans-serif;" data-mce-style="font-family:
arial,helvetica,sans-serif;"></span><span style="font-family:
arial,helvetica,sans-serif;" data-mce-style="font-family:
arial,helvetica,sans-serif;"></span><hr><span style="font-weight: bold;"
data-mce-style="font-weight: bold;">Calendar
excerpts from the next two weeks. (</span>Please register for online
classes at least two days before they take place.)
<ul>
<ul><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=608">Communicating
Up</a></strong> - (9/26/2013) - Online</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=646">Support
Staff (SIG) Meeting</a></strong> - (10/2/2013) - SWON Conference Room</li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=647">Twenty
Things You Can Do to Make Your Library’s Site Better Right Now!</a></strong>
- (10/3/2013) - Online</li><li><big><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=610">Summer
Reading Program Workshop: STEM!</a></strong> - (10/7/2013) - Lane
Library Admin Center</big></li><li><strong><a
href="http://oh.evanced.info/swon/lib/eventsignup.asp?ID=648">The
Customer KISS</a></strong> - (10/8/2013) - Online</li></ul>
</ul>
<div><span></span><div><span style="font-size: small;"
data-mce-style="font-size: small;"><br> </span></div></div>
<span style="font-size: small;" data-mce-style="font-size: small;">SWON
Libraries - <a href="http://www.swonlibraries.org" target="_blank"
data-mce-href="http://www.swonlibraries.org">http://www.swonlibraries.org</a></span>
<div><div><span style="font-size: small;" data-mce-style="font-size:
small;">10250
Alliance Road, Suite 225<br> </span></div></div>
<div><div><span style="font-size: small;" data-mce-style="font-size:
small;">Blue Ash,
OH 45242</span></div><div><span style="font-size: small;"
data-mce-style="font-size: small;">phone (513) 751-4422 - fax (513)
751-0463</span></div></div>
<span></span></div></div></div></div></div></div></div></div></div>
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