Dealing with Challenging Patrons and Safety Situations
July 20, 2021
Learn the do’s and don’ts of dealing with challenging patrons, including rude, entitled and demanding people; harassing patrons; patrons dealing with homelessness, mental illness, or substance abuse; tweenagers; angry parents; Internet hogs; and others who want to disrupt the library environment. This workshop offers practical, realistic tools, which will make your facility a better, safer place to work.
Presenter: Dr. Steve Albrecht
Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ 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. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.
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 24 books on business, security, and leadership topics.