Ryan Dowd Webinar Recordings: 4 New Customer Service Trainings

If you missed any of Ryan Dowd’s customer service training webinars, you can watch the archived recordings when you log in to your "Librarian’s Guide to Homelessness" account at https://my.nicheacademy.com/dpi-wi-staff. If you don’t have an account yet, just email Joy Schwarz (NEWI) and she'll get you enrolled!

Here are the newest webinars added this year:

• Prejudice: Responding to Prejudicial Comments From Customers
• Resolving Liberal vs. Conservative Conflict in the Workplace
• Service Animals: Your Obligations Under the Americans with Disabilities Act
• Unattended Children: How to Talk to Parents About Their Children's Behavior

Here are all the other archived webinars you can watch there:

1. Advanced Body Language
2. Body Odor: The Dreaded Conversation
3. Burnout and Stress (Updated): Just in Case 2021 is as Bad as 2020
4. Burnout, Vicarious Trauma, and Compassion Fatigue
5. COVID: How to Deal with Problem Behaviors Related to COVID-19
6. Dementia and Alzheimer's: Compassionately and Effectively Working with People With Dementia
7. Domestic Violence/Sexual Assault
8. Getting Hit on by Customers: Women (and Men) Share Their Tools for Stopping Unwanted Attention
9. Homeless Q&A with Ryan, Part 1
10. Homeless Q&A with Ryan, Part 2
11. Homelessness 201: A Deeper Understanding
12. Jerks with Homes: How to Deal with Members of the Public Who are Being Jerks About Homeless Folks
13. Librarian’s Guide to Homelessness (core training)
14. Ornery Teenagers: Compassionately and Effectively Managing Their Problem Behaviors
15. Supervisor Training: Tips for Managers
16. Traumatic Brain Injury: Invisible Cause of Homelessness

If you don’t see all these trainings when you log in to your account, click the green graduation cap icon in the top right-hand corner.

When you finish a course, you can download a pdf of your Certificate of Completion by clicking the green "Download Certificate" button. When you complete a course, you may count it as a continuing education (CE) activity. The number of tutorials increases each month – the courses now include the 3½ hour Core Training + 19 one-hour archived webinars.

Though these trainings, you will learn how to compassionately manage problems and prevent conflicts with all patrons who enter your library, including those who are experiencing trauma such as mental health issues, homelessness, and substance abuse issues. The online training is on-demand, so you can watch it little by little or in bigger chunks, whenever works for your schedule; the subscription runs through the end of 2021. Statewide access to Ryan Dowd’s Librarian’s Guide to Homelessness training is provided by the Wisconsin Department of Public Instruction (DPI).

Please contact Joy (info below) if you have questions about creating your Niche Academy account or watching any of the tutorials.

Joy Schwarz, Continuing Education/Training Librarian
Winnefox Library System, 106 Washington Ave., Oshkosh, WI  54901
NEWI: Northeastern Wisconsin CE Partnership https://newilibraries.org/
Winnefox Extranet https://extranet.winnefox.org/
Tech Days https://techdayswisc.org/
Voice: (920) 234-6213
Email: schwarz@winnefox.org