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Sometimes employees feel frustrated or nervous when a customer becomes dissatisfied and upset. Having skills to respond in these situations may help you feel more confident when communicating under stress. The first part of this webinar will present non-physical techniques that can prevent or diffuse a hostile situation. The second part will review related resources and services available to state employees from the State Library.
5/3/2017 | 1 hour | Slides (PDF)
Positive feelings lead to improved work performance. There are things we can do even in stressful times to increase our happiness factor in our work. In the first part of this class, Susan Gaffield from the Kentucky Employee Assistance Program (KEAP) will present ten strategies that boost contentment and happiness on the job. In the second part, staff from KDLA’s State Library will review the Library’s resources and services that are available to all state employees.
6/9/2017 | 1 hour | Slides (PDF)
Many state government jobs include listening to people tell stories about the mistreatment of others. Repeated exposure to stories of abuse, violence and death can put a person at risk for negative symptoms related to Post Traumatic Stress Disorder (PTSD) as well as other problems that can impact an individual’s ability to function effectively at their job and in their personal life. This webinar will clarify the various conditions, terms and symptoms that have come out of the research examining those who are exposed to trauma second hand and will present a review of ways to address those issues.
6/8/2017 | 1 hour | Slides (PDF)


We’re in the process of captioning our archived webinars. If you have questions about a specific webinar, please send a message to

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