Join your regional library colleagues at the Santa Barbara Mission Archive-Library. Our guest speaker, Susan Berk, will present “Strategies for Handling Difficult and Disruptive Behaviors” and will be joined by Sgt. Warren Holtke from the Santa Barbara Police Department for his unique viewpoint. Bring your own experiences and questions, engage with our speakers, and take away new ideas to help serve your communities! The event will include a tour of the Mission Archive Library after lunch.
Event Date & Time: Friday, April 24, 2015, from 9 a.m. – 2:30 p.m.
Location: Santa Barbara Mission Archive-Library, 2201 Laguna Street, Santa Barbara
Hostess: Monica Orozco, Ph.D., Director, 805 682-4713 ext. 152
Mission Archive-Library Website.
Program Schedule:
9:00 a.m. : Registration and Morning Refreshments
9:30 a.m. : Welcome and Annual Meeting
10:15 a.m. : Presentations and discussion
12:00 p.m. : Luncheon (sandwiches and salads from Panino)
1:00 p.m. : Tour of Mission Archive Library
Download the flier.
Breakfast items and lunch are included in registration.
Directions to Santa Barbara Mission Archive
From the south:
- Take US-101 toward Santa Barbara.
- Take the Garden St/Laguna St exit (Exit 96B)
- Keep left to take the Garden St ramp
- Turn right onto Garden St
- Turn right onto E Los Olivos Str
- Take the first left onto Laguna St — The Mission is on the left.
From the north:
- Take US-101 toward Santa Barbara
- Take the Mission St exit (Exit 99)
- Turn left onto W Mission St
- Turn left onto State St
- Turn Right onto E Los Olivos St
- Take the first left onto Laguna St — The Mission is on the left.
REGISTRATION: Online Form to Register and Select Luncheon Choice. Feel free to indicate that you’re interested in making carpooling arrangements with librarians in your area.
REGISTRATION DEADLINE: Monday, April 20, 2015
SUSAN BERK has on outstanding reputation for helping libraries and other public agencies develop techniques for improving customer service even during times of tremendous change that may include cutting back on services and having to bring their customers “bad news”. Susan has worked extensively on re-engineering service systems, service scripting, setting library service standards, continuous quality improvement, managing service, and implementing customer focused service improvements.
Susan has gained national recognition for her work with major corporations, hospitals, small business, HMO’s, cities, government agencies, education, non-profit boards of directors, and professional associations. Her experience, insight and humor have made her a sought after speaker. Her appointments have included: Chairperson of the L.A. County Quality and Productivity Investment Board; Pepperdine University Alumni Board; Board of Directors for the Foundation for Effective Government; 1st Vice-chair of the Quality & Productivity Commission for L.A. County; Board of Directors for the HELP Group; Planning Committee of the American Diabetes Association; Los Angeles County Economy and Efficiency Commission.
Susan received her master’s degree from Pepperdine University and her Bachelors degree from UCLA. She has directed her own successful consulting firm for over twenty years, designing timely, reality-based systems and programs for her clients. She has written four books on healthcare reform and continuous quality improvement for the California Association of Hospitals and Health Systems. She has coordinated the Women’s Business and Management Programs at UCLA Extension, and served as adviser to the Hotel and Restaurant Management programs at Loyola Marymount University. She has served as faculty for both the bachelors and masters management programs for the University of Redlands, and has been a guest lecturer for UCLA, USC, Cal State L.A., and Pepperdine University.
