Join us at the CLRC office for a webinar viewing party! We’ll be learning best practices for dealing with challenging patrons from a webinar provided by the ALA.

Webinar Description:

Every library employee encounters challenging patrons and users from time to time. Whether it’s a group of patrons causing disruption, a loud patron, or possibly 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 experty Dr. Steve Albrecht will show you how you can deal with these patrons effectively, efficiently, and without creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with and effectively defusing challenging situations.

About the Presenter:

Dr. Steve Albrecht, PHR, CPP, BSS, is board certified in HR, security management, and employee coaching. In 1994, he co-wrote Ticking Bombs, one of the first business books on workplace violence. He holds a doctorate in Business Administration, an M.A. in Security Management, a B.S. in Psychology, and a B.A. in English. He worked for the San Diego Police Department from 1984 to 1999 and is the author of 15 books on business, workplace security, and criminal justice topics, including Library Security: Better Communication, Safer Facilities (ALA Editions, 2015).


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