The Challenging Patron Workshop Safety, Security, and Service at the Moment of Tru

Dr. Steve Albrecht, a leading national expert on library safety and security and author of the new ALA book, Library Security, has trained thousands of library employees on the do’s and don’ts of handling difficult patrons, transients, crooks, Internet hogs, and others who want to disrupt the library environment. This webinar offers practical, realistic tools which will make your facility a better, safer place to work. Enjoy Steve’s real-life experiences as a law enforcement officer, mixed with his use of humor, knowledge of workplace behavior, security measures, and how to activate your “high-risk” customer service skills. Here’s what’s covered in this fast-paced, entertaining, and empowering webinar program, designed specifically for library staff:

-Our Safety & Security Motto: Behaviors, Not Labels
-Our Safety & Security Themes: Firm, Fair, and Consistent
-The “New” Library Environment
-What is Workplace Violence?
-Perpetrators of Workplace Violence
-Intuition: A Unique Form of Knowing
-Using Our Code of Conduct Effectively
-Our Library Security Plan
-Controlling Our Space
-High-Stress Customer Service
-The LEAPS and Introduce-Explain-Ask Models
-Interacting with the Police
-Active Shooter in the Building
-Long-term Difficult Patron Management Strategies