Content: Customer and Behaviour Management
Type: Presentation
Length: 1 Hour 30 Minutes
Level: School Librarians and Staff
Organisers: Diamond Valley College
Presenters: Glenn Pearsall
Format: A one hour presentation
Reflection
Objectives: This presentation was by Glenn Pearsall, a teacher and behavior specialist, on dealing with classroom behavior; how to act when students are combative, how to foster good behaviors, and how to address unwanted behaviors. All of these were talked about with a focus on student wellbeing and understanding, but also on the wellbeing of staff and other students present.
Reasons for attending: This presentation was set up by my workplace for staff members as an optional, but strongly recommended, professional development activity, and after conferring with my manager, I decided to attend. Whilst the presentation may not seem like it is relevant to library staff, at my work, and other school libraries, students are allowed to come and work independently, and sometimes those students are disruptive and combative. This presentation provided an opportunity for me to be able to learn how to manage those students.
Relation to studies and learning outcomes: This relates very heavily to topics on customer service and people management, having covered these subjects in my diploma. The stuff I learned here, however, offered a practical look at the theory covered in this subject; where the subject could explain why a person might be reacting and how you should, in theory, react, this presentation gave real examples, experienced by Glenn at other schools, to put that theory into practice.
Future Uses: This presentation will be useful in two main settings; the basic concepts can be used in any environment where I might have to deal with unruly patrons, such as a public library. The specific examples and methodology is useful in a school library setting, and the concepts were used at my job to deal with and motivate students in the library, and will be used many more times, I’m sure.
Evidence: Screenshot of Confirmation from Boss
Screenshot of email from boss