Dealing with Difficult Patrons Workshop

For Immediate Release
Mon, 06/27/2016


Colton Ursiny

Administrative Assistant

ALA Publishing

Editions Workshop Press Release

CHICAGO—ALA Editions announces an exciting new workshop, Dealing with Difficult Patrons with Dr. Steve Albrecht. This workshop will last 90 minutes and take place at 2:30pm Eastern/1:30pm Central/12:30pm Mountain/11:30am Pacific on Wednesday, September 7, 2016.

Dealing with Difficult Patrons Workshop

Every library employee encounters difficult patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types.

In this workshop, library safety and security expert Steve Albrecht will show you how you can deal with these problem patrons effectively, efficiently, and without creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with such patrons and effectively defusing challenging situations.

Topics include:

  • Developing a security plan and consistent responses for all situations.
  • Understanding the need for security thinking in the “new” library
  • How to more accurately define workplace violence, its perpetrators, and types of threats.
  • Enforcing Library Codes of Conduct.
  • Providing “high-risk” customer service.
  • Interacting more effectively with law enforcement.
  • Using realistic communication tools that work for all patrons.

About the Instructor

Dr. Steve Albrecht is internationally known for his work on workplace violence prevention, and manages a training and consulting firm specializing in high-risk human resources issues, organizational security concerns, and work culture improvement. His many books include Tough Training TopicsService! Service! Service!Added Value NegotiatingTicking Bombs: Defusing Violence in the Workplace (written in 1994 as one of the first books on this subject), and Fear and Violence on the Job. A retired San Diego Police reserve sergeant, he holds a doctorate in business administration, an MA in security management, a BS in psychology, and a BA in English. He is board certified in human resources, security, and employee coaching.

Registration for this ALA Editions Workshop is available on the ALA Store. You can purchase registration at both individual and group rates.

ALA Editions Workshops are designed to give you and your staff the opportunity to participate in a hands-on learning experience that will help you make the best technology decisions for your library.

ALA Editions publishes resources used worldwide by tens of thousands of library and information professionals to improve programs, build on best practices, develop leadership, and for personal professional development. ALA authors and developers are leaders in their fields, and their content is published in a growing range of print and electronic formats. Contact us at

ALA Store purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.