Spend time online with one of the nation’s leading experts on library safety and security. Dr. Steve Albrecht has trained thousands of library employees on handling challenging, entitled, eccentric, or even threatening patrons who may want to disrupt the library. His popular program offers practical and realistic communication, service, and de-escalation tools which will make your facility a better, safer place to work. Enjoy Steve’s real-life experiences as a 24-year library security consultant, mixed with his use of humor. Learn safety and security measures, personal protection methods, and how to activate your “high-stress” customer service skills. Here’s what Steve covered in this fast and empowering program:
Enforcing Our Code of Conduct: Knowing Dr. Steve’s Essential Eight
Creative Customer Service Tools
Having “Crucial Conversations”
Dr. George Thompson’s Verbal Judo: The L.E.A.P.S. Model
Our Top 10 List of Challenging Patrons
Managing Homeless, Mentally Ill, or Substance Abusing Patron Behavior Issues
Using Space, Distance, and Proxemic Barriers
Setting Better Boundaries With Patrons
Preventing Sexual Harassment of Staff by Patrons
Safety and Security for Rural Library Locations
The Run-Hide-Fight Response to Active Shooters
Our Library Facility Security Plan
Better Support From Law Enforcement
To learn more about upcoming webinars and events at Innovative:
https://www.iii.com/events/
