Workshop offers strategies for dealing with difficult patrons
For Immediate Release
CHICAGO — ALA Publishing announces a new iteration of its popular workshop, Dealing with Difficult Patrons, with Dr. Steve Albrecht. This workshop will last 90 minutes and is hosted live at 2:30 p.m. Eastern on Wednesday, Oct. 14, 2015.
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.
You'll learn about topics, such as:
- 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 Topics," "Service! Service! Service!," "Added Value Negotiating, Ticking 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.
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