Tools for Tense Situations: Reducing Conflicts With Patrons
[2023 UPDATED VERSION]
Part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht
OVERVIEW:
The Age of Incivility seems to be fully upon us. Even a brief review of social media shows countless posted videos of arguments and even fights on airplanes, at fast-food restaurants, at malls, and in classrooms. Libraries and library staff report much of the same: patrons who hate being told what to do and who feel entitled to disagree, often at the top of their voices. If respect between people is a two-part process, why is it so difficult for some members of the public to comply with library rules, policies, and the useful but often ignored Code of Conduct?
This session provides tools for hard conversations; techniques to help patrons save face and go along with our behavioral policies; and ways to boost the confidence of library staff when “the usual (communication) stuff isn’t working.
LEARNING AGENDA:
- Better understand how allowing patrons to save face in embarrassing public situations can help, now and in the future.
- Learn to use the Power of the Pause to master your own anger and to slow things down when talking with angry patrons.
- Review and memorize David Fowler’s AVADE® De-Escalation Tips.
- Use the concept of extinction to extinguish negative patron behaviors.
- Learn how “thought stopping” can get patrons from angry to more reasonable.
This 60-minute training webinar is presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht. A handout copy of the presentation slides will be available to all who participate. This is an updated version of this webinar for 2023.
DATE: Thursday, July 27th, 2023, 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:
Click above to register and pay. You can pay by credit card, and will receive an email within a day with information on how to attend the webinar live and how you 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 have any trouble registering for a webinar, if you need to be invoiced or pay by check, 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.
His professional website is http://www.drstevealbrecht.com.
