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Communication competencies are integral to the library’s commitment to exemplary customer service. Clear and effective communication is the basis for success in cultivating strong working relations with co-workers, managers, users and all stakeholders.

Soft skills might be difficult to learn, but the opportunities listed below are designed to help library staff get started.

Learning Activities

  • Course Code: F16-5-RW

     This is a recorded webinar, provided by SOLS. It is available free of charge, on demand. It was recorded November 2016.

    Build Trust One Conversation at a Time

    Every word, phrase, interaction, or even silence can have a profound ripple effect – for good, better, or worse.

    Most people are well meaning, want to do great work, and get along. But when the stakes and pressures escalate we often default to interaction styles that can be counter-productive. Despite good intentions, we can experience or trigger unintended results such as:  misunderstandings; breakdown in trust; conversation & relationship disconnect and more.

    Conversational Intelligence® (C‐IQ®) Teaches Us How to Do Better

    Each conversation has the potential to trigger a reaction – emotionally and in our neurochemistry. This can either shut down or open up our levels of trust; our ability to listen and hear; and our ability to connect. Drawing from emotional intelligence, neuroscience, and communications, Conversational Intelligence® teaches new insights, approaches, and skills to promote healthier conversational dynamics. 
    This in turn, can inspire greater trust, better relationships, collaborative and more positive cultures.

  • Course Code: F16-6-NO


    This is a recorded webinar provided by SOLS, free of charge and on demand. It was recorded November  2016.

    "Our future, and the well-being of all our children rests with the kind of relationships we build today.”

    - Chief Dr. Robert Joseph

    For over 100 years, Aboriginal children were removed from their families and communities and sent to church runstate funded residential schools. The schools were placed all over Canada with the express purpose to remove children from their families in order to eliminate parental and family involvement in the spiritual, cultural and intellectual development of their children. The last residential schools closed in the late 1990’s.
    The Truth and Reconciliation Commission was charged with the task of collecting the stories or statements of residential school survivors. During the course of the Commission’s mandate, over 6,200 statements were collected.  From here the Commission is mandated to protect and share these statements and foster healing and reconciliation within Canada.

    This webinar will provide an overview of the findings and recommendations of the Truth and Reconciliation Commission as well as provide concrete suggestions for those who are interested in being actively involved with reconciliation in their workplaces and communities.

    In order to prepare for this webinar, it is suggested that participants read the recommendations from the TRC Call to Action.

  • Course Code: F17-2-NO-RW

    This is a recorded webinar, provided by SOLS. It is available free of charge, on demand.  It was recorded November 16, 2017.

    I am encouraged that a cultural dialogue seems to have begun regarding missing and murdered indigenous women and other atrocities. It is my hope that, for some, reading Bearskin Diary might be a starting point toward learning who we are as Canada’s indigenous peoples and reclaiming those roots.”

    - Carol Daniels

    Join Indigenous author and artist Carol Daniels‘s whose novel Bearskin Diary has been selected as the winning title for the 2017–2018 First Nation Communities READ program. Carol will be reading from and discussing her book Bearskin Diary and connecting the book to larger social issues facing all Canadians today. 

    As an author, she felt the responsibility to speak up. It is the reason why the main character in Bearskin Diary is proud, courageous, and resilient. Bearskin Diary tells of an Indigenous girl struggling to reconcile her upbringing in a Ukrainian family with the First Nations culture that was stolen from her in the Sixties Scoop that saw tens of thousands of Indigenous children taken from their families.

    The title was selected by a jury of librarians from First Nation public libraries in Ontario from more than 50 nominated titles.

  • Course Code: W17-3-FE


    This is a recorded webinar provided by SOLS, free of charge and on demand. It was recorded February 2017.

    Have you ever looked at a Request for Proposal and felt overwhelmed? You're not alone. Grant competitions are hard, and questions are often complex. Sometimes a single question can be a paragraph long! But, with some basic training, you will gain the skills to tackle any proposal. This webinar will teach you tips and strategies on how to plan, organize and write a winning proposal. 

  • Course Code: W17-4-MA

    This is a recorded webinar provided by SOLS, free of charge and on demand. It was recorded March 2017.


    These days it’s not enough to just have the technical skills related to your work. Increasingly, leaders must also demonstrate the ability to lead and develop others and to contribute to a positive team and workplace culture. Managing projects and leading people call for different skillsets – and mindsets. 

    Are you having the right conversations?

    This webinar* focuses on Leadership-ability through the lens of Conversational Intelligence®. Whether you are an aspiring leader, emerging leader or someone who has been in the role for some time there is always room to up the ante on your leadership-ability.