The Crucial Conversations™ Workshop:
Staff Tools for Hard Talks
Part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht
OVERVIEW:
Four management consultants listened to thousands of hours of workplace conversations and they discovered that while most were routine, normal, and casual, some of them went badly, quickly, and they wondered why. Their conclusions became their bestselling book, Crucial Conversations: Tools For Talking When Stakes Are High (now in its third edition, with over five million copies sold). This concept became the subject of several sequel books and worldwide training programs, all built around their definition of when a conversation goes "crucial" for one or both people, with three recognizable elements: high stakes, strong emotions, and differing opinions.
Incorporating the ideas of "crucial" conversations into Dr. Albrecht's own framework teachings, this session on communications and de-escalation will give library leaders and staff at all levels the tools to improve employee safety; enhance professionalism; decrease complaints; minimize liability; improve service and communication outcomes; increase staff morale; and lessen both staff and patron stress.
Knowing why and when a conversation turns "crucial" can help us de-escalate and persuade patrons into voluntary compliance. This training can help keep all library staff safe, provide the tools they need to be successful communicators with patrons, and also help internal communications and interactions between employee work teams.
LEARNING AGENDA:
- Learn to recognize, quickly and accurately, the three elements of a "crucial" conversation.
- Learn how walking away without solving the issues, or handling these crucial conversations poorly, only makes things worse with certain patrons.
- Know how and why your own sense of internal anger can move externally and interfere with a successful conversation. “Anger management” is not as effective as “anger mastery.”
- How to move away from our natural inclinations of “fight or flight” and get back to the more useful “listen and speak.”
This 60-minute overview session on how to respond step-by-step to service situations in the library is another in our “Essential Librarian Series,” designed to be shown to new staff and leaders and to provide a refresher for all who work in the library. The presentation slides will be available to all who participate.
DATE: Thursday, September 19th, 2024, at 2:00 pm US - Eastern Time
COST:
- $99/person - includes any-time access to the recording and the presentation slides and receiving a participation certificate.
- To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email admin@library20.com.
- FREE for those on individual or group all-access passes (see below).
TO REGISTER:
Use the payment box above to register and pay. You can pay by credit card. You will receive an email within a day with information on how to attend the webinar live and how you can access the permanent webinar recording. If you are paying for someone else to attend, you'll be prompted to send an email to admin@library20.com with the name and email address of the actual attendee.
If you need to be invoiced or pay by check, if you have any trouble registering for a webinar, or if you have any questions, please email admin@library20.com.
NOTE: please check your spam folder if you don't receive your confirmation email within a day.
SPECIAL GROUP RATES (email admin@library20.com to arrange):
- Multiple individual log-ins and access from the same organization paid together: $75 each for 3+ registrations, $65 each for 5+ registrations. Unlimited and non-expiring access for those log-ins.
- The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $299.
- Large-scale institutional access for viewing with individual login capability: $499 (hosted either at Library 2.0 or in Niche Academy). Unlimited and non-expiring access for those log-ins.
ALL-ACCESS PASSES:
- All-access annual passes include unlimited access to the recordings of all of Dr. Albrecht's previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year. These are hosted either at Library 2.0 or Niche Academy (if preferred).
- For a $499 individual all-access annual pass to all of Dr. Albrecht's live webinars and recordings for one year, please click here.
- Inquiries for all-access organizational contracts should be directed to admin@library20.com.
Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons.
In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. His new book, The Safe Library: Keeping Users, Staff, and Collections Secure, was just published by Rowman & Littlefield.
Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He has written 25 books on business, security, and leadership topics. He lives in Springfield, Missouri, with six dogs and two cats.
More on The Safe Library at thesafelibrary.com. Follow on X (Twitter) at @thesafelibrary and on YouTube @thesafelibrary. Dr. Albrecht's professional website is drstevealbrecht.com.
