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
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.
- 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
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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.