Monday, July 03, 2023

New Webinar: "The Top Ten Most Challenging Patrons: Practical and Realistic Tools to Make Your Facility a Better and Safer Place to Work"

"The Top Ten Most Challenging Patrons: Practical and Realistic Tools to Make Your Facility a Better and Safer Place to Work"
A "Safe Library" webinar, part of the Library 2.0 Service, Safety, and Security Series with Dr. Steve Albrecht


It’s time to look at the most common types of behaviorally-challenged patrons in our libraries, how they act the way they do, and even why they act the way they do. (Motive for behavior is a funny thing. Are some people born with a collection of irritating, odd, or entitled social habits or do they develop them over time, or is it a combination of both?)

Why do certain male patrons engage in sexually or racially harassing behaviors, even after the passage of the Civil Rights Act about 60 years ago? What causes some patrons to be rude and demanding, during and after we’ve given them our best and most helpful service? Have you ever had to have the “hygiene conversation” with a patron with bad breath and body odor? Do you have concerns – as a mandated reporter – about potential child abuse or elder abuse, involving younger or older patrons being victimized? What do we do about the “the Starer,” who continues to watch staff and patrons with that weird look, despite having been told to look elsewhere?

This session looks at problematic patron behaviors and gives library staff a behavioral toolkit to use to confidently make your facility a better and safer place to work.

This 60-minute training webinar is presented by Library 2.0 and hosted by trainer, author, and library service, safety, and security expert, Dr. Steve Albrecht. A handout copy of the presentation slides will be available to all participants.


  • How do we create “Negotiated Behavioral Agreements” with patrons?
  • What language needs to be added (or subtracted) from your current Code of Conduct?
  • Can we “coach up” certain patrons, using repetitions, praise, and boundaries?
  • Who can help with specific behavioral issues, from inside or outside your library?
  • How can library staff practice effective self-care (and burnout protection and prevention) while serving their communities?

DATE: Thursday, July 13th, 2023, at 2:00 pm US - Eastern Time


  • $99/person - includes any-time access to the recording and the presentation slides and receiving a participation certificate. To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email
  • FREE for those on individual or group all-access passes (see below).


Click HERE to register and pay. You can pay by credit card, and will receive an email within a day with information on how to attend the webinar live and how you access the permanent webinar recording. If you are paying for someone else to attend, you'll be prompted to send an email to with the name and email address of the actual attendee.

If you have any trouble registering for a webinar, if you need to be invoiced or pay by check, or if you have any questions, please email

NOTE: please check your spam folder if you don't receive your confirmation email within a day.

SPECIAL GROUP RATES (email to arrange):

  • Multiple individual log-ins and access from the same organization paid together: $75 each for 3+ registrations, $65 each for 5+ registrations. Unlimited and non-expiring access for those log-ins.
  • The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $299.
  • Large-scale institutional access for viewing with individual login capability: $499 (hosted either at Library 2.0 or in Niche Academy). Unlimited and non-expiring access for those log-ins.


  • All-access annual passes include unlimited access to the recordings of all of Dr. Albrecht's previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year. These are hosted either at Library 2.0 or Niche Academy (if preferred).
  • For a $499 individual all-access annual pass to all of Dr. Albrecht's live webinars and recordings for one year, please click here
  • Inquiries for all-access organizational contracts should be directed to


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 website is

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