work with readers and learners of all ages, interests and abilities
floor walking... Whole-staff engagement in customer-centred
This very practical training is intended for libraries and other
organisations who are about to, or have already implemented
floor walking. We explore the positive impact of self-service
and floor walking and how this allows staff to be much more
proactive and creative in working with customers of all ages...
And above all, participants are equipped with many tried-and-tested
creative approaches to enhancing the customer experience.
Leading through change
This training equips staff at any level to effectively manage
and lead through a period of change, making changes real, making
them work and making them last. The session helps participants
to discover the differences between managing and leading, how
they are closely related, and how to maximise our impact as
managers and leaders.
Hurst BA (Hons) English and Philosophy Dip Lib MCLIP.
is an independent trainer, consultant, and contractor, working
across the UK and beyond. He has worked with more than 250 clients,
most commissioning further work. Jerry delivers staff training,
consultancy, hands-on delivery, and short-term interim management,
across the UK and beyond. He works with Public Libraries, Schools,
School Library Services, Education Services, Museums, Galleries,
Archives, Sports & Leisure, Youth Services and Children's
Centres. He contributes to work with adults, teenagers, children
- and their parents and carers, and to programmes covering the
full range of service provision.
& conflict management; change management; customer service,
customer care & floor walking; leadership; managing, leading
& supporting volunteers; marketing, promotion & advocacy;
partnership working; presentation skills & public speaking;
reader development, including reading groups; school class visits;
school library self-evaluation; service planning, delivery &
evaluation; stock promotion; storytelling; training-the-trainer;
whole-school reading for pleasure; working with teenagers.
of Jerry's work is geared towards helping clients in the process
of service and staff development - supporting staff, including
volunteers, during these challenging times. His on-site training
addresses practical issues resulting from restructuring and
changes in staff roles - focusing on developing staff confidence,
skills and knowledge.
support clients as we strive to make limited resources stretch
further, Jerry is currently offering his range of high quality,
tried and tested services at very significantly reduced rates.
The Reading Agency, Jerry has been a consultant / trainer for
Participate and for HeadSpace, national programmes to develop
engaging library spaces run in partnership between libraries
and young volunteers, for the Chatterbooks children's reading
groups programme, for Enjoying Reading in support of school
/ public library partnership and for Summer Reading Challenge.
He has also been a consultant / trainer for Their Reading Futures,
the library workforce development initiative.
has been a trainer for Creating Capacity, for the School Library
Association, and for Renaissance East Midlands (Museums), and
a Learning Consultant for Young Cultural Creators, the reader
and writer development programme. He has also been a trainer
for FPM Training, on the Leading Libraries leadership programme
for Public Library Managers.
has worked as a storyteller and as an occasional reviewer of
children's books for publications including The Guardian. He
has also appeared on BBC TV and radio and I have been a judge
for the Branford Boase Award.
more information about Jerry's training, click
more information about Jerry's delivery of programmes and one-off
projects, front-line staff support and strategic or hands-on
consultancy, click here.
To see what clients have said about Jerry's staff training
and consultancy, click here.
To see what participants have said about Jerry's training,
"Thank you again for
the training. Staff tell me it was the best training they have
had and they all seem fired up and keen to make changes. Floor
Walking has been clarified for them and they now feel more confident
about what they are doing – helping our customers have a
great experience of customer care rather than a luke-warm one!
I have been approached several times to see when the next session
Wendy Hulance, Operations Manager, Bedford Borough Libraries.
is a very knowledgeable trainer as well as being extremely enthusiastic.
His passion for the subject is palpable and the course participants
pick up on it early in the day. The strategies and knowledge that
Jerry delivers are practical and easily implemented but can have
huge impacts on service delivery as well as lifting staff morale.
Top qualities? Great Results, Expert, Good Value."
Annie Thompson, Principal Officer, Customer Services, Dumfries
and Galloway Council.
has delivered an extensive customer care training programme for
Vivacity. This has encompassed all levels of staff from life guard
and customer assistant to the Chief Executive. The training was
tailored to meet the diverse needs of the organisation and Jerry's
delivery was spot on - he engaged extremely well with participants.
The training has been well received by all staff and we have had
positive feedback from customers who have noticed an improvement
in the front of house service they have received. I would not
hesitate in using or recommending Jerry for customer service and
customer care training, no matter what the organisation or sector.
Top Qualities? Great Results, Good Value, High Integrity.”
Heather Walton, Library and Customer Services Manager, Vivacity
Peterborough Culture and Leisure.
ran 'Floorwalking for Managers' training for Derbyshire Libraries
and it was excellent. The feedback was highly positive, his approach
and style being very popular. He helped us to develop clarity
about what we needed to consider in defining our own floorwalking
and helped managers to feel confident that they could share what
it could entail with their teams. A great day which was enjoyed
by all. I would highly recommend him and his prices are very competitive."
Carol Brooks, Learning & Development Officer, Derbyshire
management can seem a very difficult topic to 'pin down' for training
purposes because it deals with emotive issues of attitudes, feelings
and reactions in often difficult and complex situations.
at delegates' behaviour and attitudes as well as students’
could be quite challenging, but Jerry’s Behaviour Management
training style is relaxed enough to get the message across without
seeming to lecture or be in any way judgemental. People find Jerry’s
training so accessible - he is entertaining as well as interesting
and informative. Many thanks Jerry, for another successful training
Lynn Marshall, Secondary Schools Adviser, Staffordshire Schools’
training has changed staff attitudes and effected a more positive
approach to working with young people. Your unique presentation
style was much appreciated by participants. There were lots of
new ideas which were practical and realistic for staff to implement
in their day to day roles. You were enthusiastic, positive and
persuasive and we appreciated your passion, excitement, humour
Neil Davies, Deputy Head of Libraries, London Borough of Brent.
have commissioned training from Jerry for a number of years now.
Training has been provided for staff and volunteers from the museums
sector across the East Midlands region. Participants have consistently
given good feedback for Jerry's training including: 'an excellent,
well delivered and useful course', 'very useful information',
‘an excellent course - really enjoyed it', 'thoroughly recommend
for all museums'."
Wendy Moore, Regional Workforce Development Officer, Lincolnshire
sheer enthusiasm is worth its weight in gold. You made every aspect
of the training relevant & appropriate to the specific audience.
Your relaxed approach encouraged participation, even from those
who admitted they were very unsure of themselves. Your sessions
feel like learning from a trusted friend - anecdotes & real
experience mix well with the hard messages & guidelines.
Overall two things that make you so effective as a trainer:
1) Your approachable & non judgemental attitude
2) It is very clear the information is based on real experience
Rosie Scotting, Librarian: Children and Young People, North Lincolnshire
Council, on behalf of Yorkshire & Humber Youth Libraries Group.
now have a significant core of staff at all levels who are aware
of and motivated by the difference that library services make
– & capture the evidence to demonstrate this. Jerry
has helped us strengthen cross-Merseyside links as we embed this
work.' Merseyside Libraries Making A Difference. Large-scale Consultancy
& Training programme for Merseyside Libraries (Halton, Knowsley,
Liverpool, St Helens, Sefton, Warrington & Wirral)."
Peter Marchant, Head of Libraries, Knowsley Council.
delivered regional training, covering changing staff roles &
the delivery of excellent customer service. He is knowledgeable
& passionate in his training. I enjoyed working with Jerry
& would certainly seek out his expertise again."
Jayne Halliday, Senior Library Manager, Hartlepool Libraries.
has always provided engaging and involving training sessions that
have left delegates inspired and raring to apply what they have
Tricia Adams, Director, School Library Association.
training was interactive, lively and engaging. It was exactly
what was required for our museum and library staff, left staff
buzzing and many are still commenting on it weeks later. The session
was a mixture of different materials and approaches suitable for
different learning styles. Thank you very much for a wonderful
day. It’s been some time since I attended such an inspirational
and engaging training day! Brilliant!"
Victoria Crump, Community Engagement Area Co-ordinator, Culture
& Adult Education, Lincolnshire County Council.
like that you've done this stuff yourself - some training consultants
are a bit too distanced and give academic answers, but there's
nothing like someone who has been on the frontline!"
Lynne Hackett, Education, Schools' & Children's Services Manager
at Calderdale MBC.
to the following for kind permission to use photographic images:
Libraries; BEWHICH Libraries in North London; Cambridgeshire
Libraries; City of Norwich School; Haringey Libraries; Hertfordshire
Schools Library Service; Highland Libraries; Kent Libraries;
Knowsley Libraries; Leicestershire Libraries; Library Services
for Education, Leicester & Leicestershire; Liverpool Libraries;
Middlesbrough Libraries; Milton Keynes School Library Service;
Nlarge/Knowle West Media Centre, Bristol Libraries and ASCEL
- for Libraries through the lens images; Norfolk Libraries;
Norfolk School Library Service; North East Wales School Library
Service; Solihull Libraries; Southwark Libraries; Stoke-on-Trent
Libraries; Torfaen Libraries; Wirral Libraries; Wrexham Libraries.
website was last updated May 7th 2013
and images © Jerry Hurst