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

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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. 

Date:  Monday, March 26, 2018

Time:  9:00am - 12:00pm

Location:  Catawba County- Sherrills Ford - Terrell Branch

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
Monday, March 26, 2018 - 5:00 a.m.