Mea cupla, all. The announcement below was intended to preview the course for a small slice of continuing education folks. When hundreds of people registered, they had to cut the link. Stay safe, and I'll see you on the other side Sonya Schryer Norris Library of Michigan, MDE 517-335-1498 From: Bill Bowman <bowmanb@cidlibrary.org> Sent: Friday, December 4, 2020 9:39 AM To: Norris, Sonya (MDE) <NorrisS2@michigan.gov> Subject: RE: [Michlib-l] Preparing for the Next Wave of Pandemic - Fatigued Customers CAUTION: This is an External email. Please send suspicious emails to abuse@michigan.gov<mailto:abuse@michigan.gov> Is the webinar gone? I can't sign up for it! Bill Clarkston Independence District Library From: Michlib-l [mailto:michlib-l-bounces@mcls.org] On Behalf Of Norris, Sonya (MDE) via Michlib-l Sent: Wednesday, December 2, 2020 12:18 PM To: michlib-l@mcls.org<mailto:michlib-l@mcls.org>; ploud@mcls.org<mailto:ploud@mcls.org> Subject: [Michlib-l] Preparing for the Next Wave of Pandemic - Fatigued Customers People Connect Institute (PCI) Webinars would like to preview their newest webinar for free Preparing for the Next Wave of Pandemic - Fatigued Customers Thursday, December 17th, from 3:30 - 4:30 pm EST. Program Description: New research suggests that pandemic fatigue - the mental exhaustion caused by being in a state of heightened awareness and alertness due to COVID-19 coupled with uncertainty about how the pandemic will develop - is real, and it is already causing an increase in difficult customer behaviors such as resistance to wearing masks and ignoring social distancing guidelines. Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors? This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies. As a result of this program, you will learn: * Your role in customer conflicts: Are your actions and decisions making things better or worse? * How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous * The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order * Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors * 7 Things to never say to a customer...ever again You can register for the program here: https://attendee.gotowebinar.com/register/712516931501838860<https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fattendee.gotowebinar.com%2Fregister%2F712516931501838860&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616255955%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=6Ni7mJ%2FlNJZ8sOHQ%2BrtzFrne%2F2l4TnSKefLUSz9NWEY%3D&reserved=0> Sonya Schryer Norris Library Consultant Library of Michigan Michigan Department of Education 517-335-1498 https://michigan.gov/libraryofmichigan<https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmichigan.gov%2Flibraryofmichigan&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616265912%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=LCYedbhaq%2FBJVrZURUptvgrVMTS6DI%2Bbu5XDXe3sldI%3D&reserved=0> https://mel.org<https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmel.org%2F&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616275867%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=A8IXXt6fy27mqQaXcQiRdXI8ojKE5Ylu3O4icltgtM0%3D&reserved=0> http://michlibrary.org<https://gcc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fmichlibrary.org%2F&data=04%7C01%7CNorrisS2%40michigan.gov%7C72cca370f3184359619c08d898626263%7Cd5fb7087377742ad966a892ef47225d1%7C0%7C1%7C637426895616275867%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000&sdata=cdEQNC%2Bx0fb9xtOAoIsm1%2BZmNZDzJcXmE5pdN%2BQfTuc%3D&reserved=0> [cid:image001.png@01D6CA21.CE2C9C90]