Dealing with Difficult Patrons (ALA Group Webinar)

This is a group viewing of an ALA Webinar, to be viewed at the Middletown Library Service Center, 786 South Main St., Middletown. The archived version of this webinar will only be made available to attendees of the group viewing, per ALA rules.


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.

About the Instructor
Dr. Steve Albrecht is internationally known for his work on workplace violence prevention, and manages a training and consulting firm specializing in high-risk human resources issues, organizational security concerns, and work culture improvement. His many books include Tough Training TopicsService! Service! Service!Added Value NegotiatingTicking Bombs: Defusing Violence in the Workplace (written in 1994 as one of the first books on this subject), and Fear and Violence on the Job. A retired San Diego Police reserve sergeant, he holds a doctorate in business administration, an MA in security management, a BS in psychology, and a BA in English. He is board certified in human resources, security, and employee coaching.

Date:
Wednesday, September 7, 2016
Time:
2:30pm - 4:00pm
Presenter:
American Library Association
Location:
Middletown Library Service Center, 786 South Main St., Middletown
Categories:
Other Webinar
Registration has closed.

Free. Registration is required.

Event Accessibility for Guests with Disabilities

We want to provide what you need to participate!

If you require access services to participate fully, please use the Accommodation Request Form at least 7 days prior to the event.

If you have any questions about accessibility, please contact Gail Hurley at gail.hurley@ct.gov or (860) 704-2223.

You can also see our Library and Accessibility LibGuide for more information.

Registration Eligibility

To register for a DLD workshop or webinar, you must be one of the following:

  • current library staff member
  • undergraduate or graduate library student
  • Friend or Board Member/Trustee*
  • retired or unemployed library staff

Please contact Gail Hurley at gail.hurley@ct.gov or (860) 704-2223 with registration questions.

*Unless otherwise specified that a Friend or Board Member/Trustee is not eligible for a training or workshop.

Note: paid consultants are not eligible to attend DLD workshops or webinars.

Cancellation Policy

If you cannot attend a workshop you have registered for, please remember to cancel at least 3 days in advance so we can give your spot to someone else. You can cancel via the link in your confirmation email, or by contacting Gail Hurley gail.hurley@ct.gov | (860) 704-2222.

Those who miss (without cancelling) 3 events within a 6-month period will be placed on the waiting list when registering for future events. Be sure to sign in when you arrive for any workshop.

Inclement Weather Policy

For all in-person workshops offered by the CT State Library, Division of Library Development:

If the public schools in the town where the workshop is to be held close due to weather, the workshop will be canceled. If the schools have a delay, the workshop will go on as scheduled.

For the most up-to-date information, call us at 860-704-2200.

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Continuing Education workshops and the professional development collection are funded in part by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered by the Connecticut State Library.