Aha moment from a 500 person All Staff Day

posted Jun 20, 2012, 3:34 PM by Cheryl Gould   [ updated Jun 20, 2012, 3:35 PM ]
This past Monday I had a real aha experience.  I was dealing with a very difficult patron and during the transaction that whole demonstration that Cheryl Gould did about "not pushing back" just came to me full force.  She's right; if you don't push back, it really diffuses the situation quickly.   
Thank you for having Ms. Gould at our Staff Development Day this year.