Verbal Judo

The Verbal Judo Workshop:
Communication and De-Escalation Tools for All Library Staff
Part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht


The concept of Verbal Judo was created by Dr. George Thompson over 40 years ago, and it is the basis for his bestselling book, Verbal Judo: The Gentle Art of Persuasion. Thompson and his instructors have taught this communication and de-escalation approach to over one million people around the world. 

The function of this session is to give library leaders and staff at all levels the tools to improve employee safety; enhance professionalism; decrease complaints; minimize liability; improve service and communication outcomes, increase staff morale; and lessen both staff and patron stress.

Verbal Judo can help by being an effective program to de-escalate and persuade patrons into voluntary compliance. The goal is to leave people better than if we found them, even if we saw them at their worst.

This training can help keep all library staff safe, provide the tools they need to be successful communicators and prevent burnout. This session can also help internal communications and interactions between teams. 


  • Learn to control your emotions in difficult service situations with patrons.
  • Apply proven techniques to calm challenging patrons and those not of clear, rational mind, but needing help.
  • Learn the key ingredients to persuade patrons to change their behavior.
  • How to read patrons, identify what motivates them, and use that for long-lasting compliance.

This 60-minute overview session on how to respond step-by-step to service situations in the library is another in our “Essential Librarian Series,” designed to be shown to new staff and leaders and to provide a refresher for all who work in the library. The presentation slides will be available to all who participate.

DATE: Thursday, July 25th, 2024, 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
  • FREE for those on individual or group all-access passes (see below).


Email address of attendee:

Use the payment box 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 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

NOTE: please check your spam folder if you don't receive your confirmation email within a day.

SPECIAL GROUP RATES (email 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

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 on The Safe Library at Follow on X (Twitter) at @thesafelibrary and on YouTube @thesafelibrary. Dr. Albrecht's professional website is