Training: Dealing positively with change



Clients' comments

Feedback from training

Consultancy and staff support


Advocacy in action

Behaviour management & conflict resolution

Creating inspirational libraries

Customer service, customer care & floor walking

Inspiring and involving staff

Library provision & children and young people

Library-based study support

Partnership working

Planning, leading, managing - & leading through change

Presentation skills & public speaking, including training the trainer

Reader development

Reading activity workshops

School class visits

School Library self-evaluation

Stock selection & promotion


Working with teenagers

e mail

Phone: 07950 408347



"We were really pleased to welcome Jerry Hurst back to our partnership – this time, for Delivering Excellence, Succeeding through Change. His training is always well-received, thought-provoking and challenging, and is delivered at a pace that allows time for group discussion and personal reflection. We would be delighted to see him again." Ian Cockrill, LRC Manager, Gower College Swansea, on behalf of South West and Mid Wales Regional Library Partnership (Carmarthenshire, Ceredigion, Neath Port Talbot, Pembrokeshire, Powys, Swansea Library Services, across all Library Sectors).

"An excellent series of sessions. The training was well planned - you had correctly interpreted what we wanted from the training and delivered this to plan. The trainees felt very comfortable with you as their trainer and you made the course interesting, adapting well to the different situations which arose during each day." Cara Baker, Volunteer Development Manager, Vivacity Peterborough Culture and Leisure.

"Times, and jobs have changed. I now feel much happier to deal with this more positively. Thank you." Public Library Staff.

"Very good indeed! I feel re-charged!" Public Library Staff.

"It's difficult sometimes to see beyond the worries about where the service is going, but this has made me feel much more up-beat again. It has reminded me why I do this job." Public Library Staff.

This training explores how our services, our customers’ expectations, and our roles, have changed - and tried-and-tested techniques for dealing positively with these changes. We look at what our customers mean by 'exellence' and how we can ensure that this is what we deliver for every customer, every time.

As with all of Jerry's training, sessions can be tailored to specific local needs. Jerry is also happy to create new courses. Training is adaptable to Library, School, Archive, Theatre, Arts, Museum, Heritage, Sports and Leisure settings. This training can be usefully combined with presentation and advocacy skills.

Sessions commonly include:

  • How and why our services - and our roles - have changed, and the exciting new opportunities to engage with customers
  • The nature, range and value of the services we deliver
  • Building an effective team
  • What we mean by service ‘excellence’
  • Customers’ perceptions of our services, service excellence… and us
  • How to deliver the very best impression of ourselves and of our services
  • Customer journey mapping as a tool to understand customers and improve service
  • Established, tried-and-tested approaches to making the customer experience as positive as it can be
  • The need to positively embrace change… turning ‘fears’ to positive opportunities
  • Established, tried-and-tested approaches to dealing positively with change
  • Planning for action

If you need further information, or would like to discuss your training or consultancy requirements, please e mail or phone 07950 408347.

Text and images © Jerry Hurst