91´«Ã½

CHICAGO—91´«Ã½ Publishing eLearning Solutions announces an exciting new workshop, with Dr. Steve Albrecht. This workshop will last 90 minutes and take place Wednesday, April 12, 2017, 2:30pm Eastern/1:30pm Central/12:30pm Mountain/11:30am Pacific.

Dealing with Challenging Patrons Workshop

A 90-minute workshop, Wednesday, April 12, 2017, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific

Every library employee encounters challenging patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, 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 expert 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 such patrons and effectively defusing challenging situations.

Topics include:

• Developing a security plan and consistent responses for all situations.
• Understanding the need for security thinking in the “new” library
  
  environment.
• How to more accurately define workplace violence, its perpetrators, and types of threats.
• Enforcing Library Codes of Conduct.
• Providing “high-risk” customer service.
• Interacting more effectively with law enforcement.
• Using realistic communication tools that work for all patrons.

About the Instructor

Dr. Steve Albrecht is internationally known for his work on workplace violence prevention, and manages a training and consulting firm specializing in high-risk human resources issues, organizational security concerns, and work culture improvement. His many books include Tough Training Topics, Service! Service! Service!, Added Value Negotiating, Ticking Bombs: Defusing Violence in the Workplace (written in 1994 as one of the first books on this subject), and Fear and Violence on the Job. A retired San Diego Police reserve sergeant, he holds a doctorate in business administration, an MA in security management, a BS in psychology, and a BA in English. He is board certified in human resources, security, and employee coaching.

Registration for this 91´«Ã½ Publishing eLearning Solutions Workshop is available on the . You can purchase registration at both and rates.

91´«Ã½ Publishing eLearning Solutions Workshops offer a convenient, hands-on learning experience that will help you and your colleagues make the best decisions for your library. This workshop is licensed for use by staff or users of the purchasing institution or library organization.

91´«Ã½ Publishing eLearning Solutions (ELS) produces high-quality professional development events and materials for the library profession. ELS events cover modern issues on a wide variety of topics in formats that include live workshops, asynchronous eCourses, and print publications. We help ensure that today’s library employees have access to the professional development opportunities they need, whether they are brushing up on the basics or expanding their horizons with cutting-edge tools. Contact us at elsmarketing@ala.org.

purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.

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