Thursday, May 16, 2019

How to Handle Challenging Patrons - a Library 2.0 Webinar with Dr. Steve Albrecht


A 60-minute webinar, recorded in a special Library 2.0 series with Dr. Steve Albrecht, and held live on Tuesday, June 11th, 2019, at 4:00 pm Eastern Standard Time. 

Register to attend live or to have access to the recordings by clicking on the JOIN WEBINAR button to the top right of the event page here:
You will need to be logged into Library 2.0--if you are not yet a member, you can join for free here.

: Learn from 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, unruly students, gang members, thieves, Internet hogs, and others who can disrupt your library environment. This webinar 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 webinar:
  • Your Tool Kit: Five Service Tools and Five Security Tools
    Our List of Challenging Patrons: From Pets to Pedophiles
  • Addressing Patron Harassment Problems: Setting Better Boundaries
  • Opiate Users and Narcan
  • Restroom Security Issues
  • Managing Homeless and Mentally Ill Patron Behavior Issues with Empathy
  • Enforcing Our Code of Conduct
  • Changing the Ratios of Confrontation
  • Using Space, Distance, and Proxemic Barriers
  • Workplace Violence and the Run-Hide-Fight Response to Active Shooters
  • Our Library Facility Security Plan
  • Interacting with the Police
  • Verbal Judo: The L.E.A.P.S. Model
  • Books for Your Resource List

: All library and school employees.

134216991?profile=original&width=100DR. STEVE ALBRECHT
Dr. Steve Albrecht has trained library audiences for 19 years. In 2015, the ALA published his book, Library Security. He holds a doctoral degree in Business Administration, an MA in Security Management, a BS in Psychology, and a BA in English. He is board certified in HR, security, coaching, and threat management. He worked for the San Diego Police Department for 15 years. He has written 21 books on business, security, and criminal justice subjects.

COST: $99/person - includes access to the recording and access to the attendee discussion forum. For group or other purchases, to submit a purchase order, or for any registration difficulties or questions, email

TO REGISTER: Click on the JOIN WEBINAR button to the top right of the event page: You will first need to be a member of Library 2.0 (free) and be logged in. Please click "Sign Up" on the top right and we'll approve you quickly.

See you "online!"


Steve Hargadon
Library 2.0
@stevehargadon (Twitter)

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