Patron De-Escalation Techniques: Using the Science of Human Communications to Get Better Results
A Library 2.0 Leadership Webinar with Kerry Mensior, Executive Director, The International De-Escalation Association and Hosted by Dr. Steve Albrecht
Some days are just tough. You're dealing with patrons and co-workers and the emotions that they are carrying with them. And, quite frankly, sometimes they are probably spewing those feelings all over you!
As a library professional, sometimes you encounter people who are having bad days. Their emotions are running high, their “Survival State” thinking is controlling them, and they just seem like they are looking for conflict.
You already know that no location or organization is immune from widely publicized conflicts that quickly and unexpectedly escalate. When patrons are being unreasonable and well, annoying, at the very least, you probably feel like no one can understand the stresses you are under and the frustrating people you deal with.
What would you give to know how to calm stressful communication situations before they get out of control, when it’s just a little spark and not a full-on bonfire? Do you want to know how and why and what to say to calm an angry person in seconds?
This Library 2.0 webinar will provide you with a few simple techniques to improve your abilities to prepare for and quickly resolve conflict before it turns into something more serious.
As Kerry Mensior says, “Use science and not speculation, to calm an angry person in seconds.”
- Get foundational, succinct, and realistic approaches for getting rapport with and dealing with uncooperative people.
- Apply de-escalation techniques in service situations with library patrons under stress.
- Learn why some of the more common de-escalation techniques may actually make certain situations worse.
This 60-minute training webinar is presented by Kerry Mensior, Executive Director of The International De-Escalation Association, and hosted by Library 2.0 trainer, author, and library service, safety, and security expert, Dr. Steve Albrecht. A handout copy of the presentation slides will be available to all participants.
DATE: Thursday, November 30th, 2023, at 2:00 pm US - Eastern Time
- $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 firstname.lastname@example.org.
- FREE for those on individual or group all-access passes (see below).
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 email@example.com with the name and email address of the actual attendee.
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SPECIAL GROUP RATES (email email@example.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 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 firstname.lastname@example.org.
Kerry Mensior is the Executive Director of IDEA – the International De-Escalation Association. His highly-interactive and engaging course show you how to quickly develop rapport, effectively de-escalate, communicate, and negotiate in all situations, including with people in emotional turmoil and those in mental health crises.
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 information at TheSafeLibrary.com.