Dealing with difficult patrons

CHICAGO - ALA Editions announces an exciting new workshop, Dealing with Difficult Patrons with Steve Albrecht. The workshop takes place at 2:30 p.m. Eastern/1:30 p.m. Central/12:30 p.m. Mountain/11:30 a.m. Pacific on Thursday, Sept. 19 and lasts 90 minutes.

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 diffusing challenging situations.

Topics include:

• Developing a security plan and consistent responses for all situations;
• Understanding the need for security thinking in the “new” library
  
  environment;
• 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.

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

Dr. Steve Albrecht, PHR, CPP, BCC, is board certified in HR, security management and employee coaching. In 1994, he co-wrote "Ticking Bombs," one of the first business books on workplace violence. He holds a doctorate in Business Administration, an M.A. in Security Management, a B.S. in Psychology, and a B.A. in English. He worked for the San Diego Police Department from 1984 to 1999 and is the author of 15 books on business, workplace security, and criminal justice topics.

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