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The Challenging Patron Workshop: Library Security, Safety, and Service at the Moments of Truth

Spend a half-day with one of the nation’s leading experts on library safety and security. Dr. Steve Albrecht has trained thousands of library employees on the do’s and don’ts of handling challenging, entitled, odd, or even threatening patrons, including the homeless, mentally ill, drug users, gang members, thieves, Internet hogs, and others who want to disrupt the library. His popular program offers practical and realistic tools which will make your facility a better, safer place to work. Enjoy Steve’s real-life experiences as a law enforcement officer, mixed with his use of humor. Learn safe workplace behaviors, security measures, personal protection methods, and how to activate your “high-risk” customer service skills. 

Here’s what Steve covers in this fast and empowering program:

The “New” Library Environment
Our List of Challenging Patrons: From Pets to Pedophiles
Opiate Users and Narcan
Managing Homeless and Mentally Ill Patron Behavior
Issues Enforcing Our Code of Conduct
Changing the Ratios of Confrontation
Using Space, Distance, and Proxemic Barriers
Setting Better Boundaries With Patrons
Defining Workplace Violence Domestic Violence in the Library
The Run-Hide-Fight Response to Active Shooters
Our Library Facility Security Plan
Interacting with the Police
Creative Customer Service
Verbal Judo: The L.E.A.P.S. Model
Challenging Patron Role Plays

Tuesday, March 27, 2018
10:00am - 2:00pm
Rocky Mount - Braswell Memorial Library
In person   Library Management   Public Services   State Library of North Carolina  

Event Organizer

Lauren Clossey

State Library of North Carolina
Continuing Education Consultant
Phone: 919-807-7416
E-mail: lauren.clossey@ncdcr.gov