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An Infopeople Online Learning Course (LSSC approved)

November 8th, 2022 12:00 PM
December 5th, 2022 4:30 PM
Fee per learner $200.00
Note for CA residents: California Libraries Learn (CALL) is sponsoring free seats for California library staff in this Infopeople course. Please use this form to register for one of these no-cost seats. In order to gain the most impact from learning events sponsored by the CALL grant we ask that all participants engage fully (attend, participate, discuss and share). If you are unable or not willing to agree to this, please be kind and leave a seat or place for someone else.


Instructor: Sharon MorrisSharon Morris

  • Are you afraid to speak up because your idea may get shot down?
  • Do people misunderstand what's being said?
  • Are you struggling with conflict in your work?

Mastering the art of communication involves choosing words, understanding preferences, and learning to interpret body language, tone and gesture as well as listening actively and without bias or judgment. Fortunately these are all skills that can be learned and practiced.

In this workshop you will learn:

  • Various forms of communication
  • Methods of great communicators
  • Identification of communication preferences to improve your chances of being heard
  • Non-verbal cues to create rapport
  • Techniques to use when listening becomes a challenge
  • Strategies to stay present and listen actively
  • Words to avoid, such as “always” and "never"
  • Tools to engage in constructive conflict
  • Ideas to communicate effectively to higher ups

As a result of this course you will have a broader understanding of how we communicate in various situations, an awareness of the challenges involved in communicating effectively, and several tools to improve conversations with customers and co-workers.

Course Description: Readings, discussions, online meetings, and assignments will provide learners with the tools, resources, and skills to practice better communication. Throughout the course you will also have the opportunity to reflect, share with other students, and communicate with the instructor one-on-one.

Course Outline: Using an Internet connection and web browser, you will log in to the Infopeople online learning site and complete the following learning modules:

  • Week 1: What Is Communication and Why We Do It
    • What is communication
    • Non-verbal communication
    • Why we communicate
  • Week 2: What Does It Take to Be a Great Communicator?
    • Self-awareness
    • Habits of great communicators
    • Communication with customers
    • Communicating accurately
  • Week 3: Avoiding and Resolving Conflict
    • Things that complicate communication
    • Causes of conflict in communication
    • Handling conflict
    • Conflict with customers
    • Conflict with co-workers
    • Resolving conflict
  • Week 4: Choosing Your Communication Path
    • Good written communication
    • Communication styles and preferences
    • Choosing appropriate modes of communication
    • Communicating with supervisors and managers

Pre-course assignment: To prepare for this course please read the article and take a short Communication Quiz ( to get started thinking about how well you communicate.

Time required: To complete this course, you can expect to spend 2½ hours per week, for a total of 10 course hours. Each week's module contains readings and various options for assignments, discussions and interviews. You can choose the options most relevant to your work and interests. Although you can work on each module at your own pace, at any hour of the day or night, it is recommended that you complete each week's work within that week to stay in sync with other learners.

Who Should Take This Course: Library staff in all types of libraries staff who would like to improve their communication skills with co-workers and customers whether in person, on the phone or in writing.

Library Support Staff Certification (LSSC): This course, in combination with Infopeople's All Work is Team Work course, is approved as covering the Communication and Teamwork competencies for the LSSC program. Both courses must be taken to meet the competency set. LSSC logo

After the official end date for the course, the instructor will be available for limited consultation and support for two more weeks, and the course material will stay up for an additional two weeks after that. These extra weeks give those who have fallen behind time to work independently to complete the course.

Are you a member of ARSL or do you work in a tribal library? If so, you may be able to sign up for a free seat in this course. Limit is five free seats per course. Make your request here and if a free seat is available you will be notified.