Daily Archives: March 15, 2021

Register for All Staff Conference Book Group: Pre-Conference Discussion

Don't Label Me: How to do Diversity without Inflaming the Culture Wars, cover artThe All-Staff Conference Book Group will be reading Don’t Label Me: How to Do Diversity Without Inflaming the Culture Wars by Irshad Manji. A print copy will be purchased for all participants who register by 5 p.m. on Wednesday March 31.

The book discussion is being held as a virtual pre-conference event for the Libraries All-Staff Conference and will be led by Aaron Procious (awp3@psu.edu) on Wednesday June 2 from 10:30 a.m. to noon.

Barnes & Noble called Don’t Label Me “a unique conversation about diversity, bigotry, and our common humanity, by the New York Times bestselling author [Irshad Manji], an Oprah ‘Chutzpah’ award winner and founder of the Moral Courage Project.”

To participate in the All-Staff Conference Book Group, register by 5 p.m. on Wednesday, March 31.

Customer Service Tip: Working with upset customers

By: Jeff Toister (submitted by Carmen Gass)

More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course reveals proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems
occurring in the future. Watch the course here.