Have you ever looked at a patron and thought, "Is this person mad at me?" The answer is usually yes. We can misinterpret certain body language signals, especially if the person shifts from relatively cooperative and mostly polite, to a growing state of anger and resentment. Learn to stay safe with patrons who may be about to lose control, by looking more carefully at space, distance, closeness, tone, gestures, facial expressions, and body gestures.
Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons.
In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. His new book, The Safe Library: Keeping Users, Staff, and Collections Secure, was just published by Rowman & Littlefield.
Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He has written 25 books on business, security, and leadership topics. He lives in Springfield, Missouri, with six dogs and two cats.
His professional webite is at http://drstevealbrecht.com.
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