New Webinar: Stressful Service Situations: A Step-by-Step Guide to Better Conversations With Patrons

Stressful Service Situations:
A Step-by-Step Guide to Better Conversations With Patrons
(2023 Updated Version)
Part of the Library 2.0 Service, Safety, and Security "Essential Librarian" Series with Dr. Steve Albrecht

OVERVIEW: 

It can be hard to talk with certain patrons, for a variety of reasons. Our ability to provide the best service possible to them means we have to be even better listeners and ask useful questions, especially when the patron is either under stress or having trouble listening or communicating with us. This session can help you get conversational control before things spiral in wrong directions and ruin the library experience for you and them.

LEARNING AGENDA: 

• What makes talking to rude or entitled patrons so tough?
• How not to take it personally.
• What can learn from the Hawaiians about excellent customer service?
• Defining the Library Patron’s Customer Value Model.
• The value of using questioning models: therapeutic, open-ended, closed-ended.
• Talking to an angry parent.
• Getting help for non-English speaking patrons.
• Talking to a frustrated,confused patron.
• Helping patrons with possible dementia issues.
• What about the tearful patron?

This 60-minute overview session on how to respond step-by-step to service situations in the library is another in our “Essential Librarian Series,” designed to be shown to new staff and leaders and to provide a refresher for all who work in the library. It is is presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht. A handout copy of the presentation slides will be available to all who participate. This is an updated version of this webinar for 2023.

DATE: Thursday, December 14th, 2023, at 2:00 pm US - Eastern Time

COST:

• $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 admin@library20.com.
• FREE for those on individual or group all-access passes (see below).

TO REGISTER: 

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 admin@library20.com 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 admin@library20.com.

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

SPECIAL GROUP RATES (email admin@library20.com 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 PASSES:

• 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 admin@library20.com.

DR. STEVE ALBRECHT

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.

More information at TheSafeLibrary.com.

New Dr. Albrecht Podcast: "Holiday Party Harassment: Better Boundaries Outside of Work"

We've just posted a new podcast by Dr. Albrecht in our "Library Service, Safety, & Security" section of Library 2.0: "Holiday Party Harassment: Better Boundaries Outside of Work."

Can employees violate sexual or racial harassment prevention policies even when they aren't at work? This episode of the Library 2.0 Service, Safety, and Security podcast explains why it's both possible and preventable.

You can listen to the whole podcast here. 

Dr. Albrecht's twice-monthly Library 2.0 podcast and blog posts are available for free, as are: access to 51,000+ other library professionals, our regular mini-conferences, and all the conference recordings. We also offer a series of Dr. Albrecht and other paid webinars and recordings which are available for individual or group viewing here.

UPCOMING EVENTS:

November 16th, 2023

January 2024

RECORDINGS AVAILABLE:

GET THE BOOK:

The Safe Library Bootcamp: An Affordable All-Staff Professional Development Training in Service, Safety, and Security

The Safe Library Basic Training:
An Affordable All-Staff "Bootcamp" in Service, Safety, and Security
3 x 1-hour live online sessions and non-expiring access to the recordings

OVERVIEW

Join library author, trainer, and security expert Dr. Steve Albrecht for this Safe Library "Bootcamp," designed to be an essential and affordable all-staff training tool on the basics of library service, safety, and security.

Dr. Albrecht has 23 years of experience keeping create a safe library space, for staff and patrons. He will cover serious issues, from patron harassment, behavioral issues, conflicts, thefts, emergencies, and situations of extreme danger. He will also address helping libraries build a framework of thinking about safety and security to minimize staff fears, anxieties, and concerns, and show how management and staff can build a workplace with more peace of mind and better morale.

This three-part program, being held live over three weeks (one-hour session per week), can be attended live or watched at any time afterward, in whole or in part, as an integral part of new-staff training, or as as an annual service, safety, and security refresher for existing staff. A certificate of attendance will be available to those who need professional development hours or need to comply with any requirements for staff safety and emergency training.

The program’s pricing and its unlimited-access licensing are designed to allow libraries of all sizes to be able to offer staff this critical training.

DATES:

January 12, 19, and 26th (Fridays) from 2:00 - 3:00 pm US Eastern Time.

FORMAT & RECORDING:

Each of the three one-hour sessions will be held online and live for those who want to attend at the time, followed by up to an hour of Q&A. The session recordings will be available the day after each live class, with the recordings of the Q&A sessions will be posted as separate files. The entire 3 hours of basic training as well as the Q&A sessions will be available as recordings and available without expiration to all staff at registered libraries or institutions.

The handouts and slides will be available for download after the session.

PROGRAM OUTLINE & LEARNING OBJECTIVES

SESSION 1 - “Basic Safety & Security”
FRIDAY, JANUARY 12, 2024, 2:00 - 3:00 PM US-EASTERN TIME

• Basic Principles
• Essential Safety and Security
  • Security is everybody's responsibility
  • The "Duty of Care" for those we bring inside the building, including for staff
  • Safety and security plans: knowing them and practicing them
  • Reporting security or safety incidents
  • Knowing building safety procedures
  • Rural library security and safety
• Emergencies
  • Preparing for natural disasters
  • Collection protection: thefts, vandalism, fire, and other disasters
  • Medical events
  • Bomb, phone, and social media threats, and acts of intimidation
• Rare but Catastrophic Situations
  • Being prepared for an active shooter
  • Protecting patrons and staff
• Safety and Security Myths

SESSION 2 - “Challenging Patrons”
FRIDAY, JANUARY 19, 2024, 2:00 - 3:00 PM US-EASTERN TIME

• Basic Principles
• The Top 10 Most Challenging Patrons
  • The Essential 8: Are we being firm, fair, legal, consistent, assertive, patient, empathic, and reasonable?
  • Knowing your community resources for the homeless, for mental health issues, and for social support
  • Handling Complaints
• Awkward Conversations
  • Handling hard discussions with patrons
  • Using tactful assertiveness
  • Knowing your library code of conduct using it to set boundaries with patrons
• Behavioral Issues
  • Having hard but necessary conversations with patrons
  • Minimizing anger, arguments, and threats
  • Real tools for conflict resolution
  • Good kids, bad behavior
• Stressful Situations
  • Identifying and planning for main challenges and challenging patrons
  • Building your communication skills
  • Strategies for helping people who are struggling
  • Holding “crucial conversations”
  • Strategically aligning different staff strengths
  • Interacting with the homeless with patience and empathy
  • Patrons with a trauma history
• Tense, Disruptive, or Difficult Situations
  • Training to be able to handle the most difficult situations
  • Distinguishing between fears and actual likely outcomes
  • Mandated reporting - child abuse, dependent adult abuse, and elder abuse
  • Mental health issues
• Dangerous Behaviors
  • De-escalating dangerous, high intensity, or high-emotion situations
• Your Relationship with the Police
  • Engaging with the police–when and how

SESSION 3 - “Safe and Supportive Work Cultures”
FRIDAY, JANUARY 26, 2024, 2:00 - 3:00 PM US-EASTERN TIME

• Basic Principles
• Returning to Library Civility
• Preventing Sexual and Racial Harassment
  • Creating a sexual/racial harassment-prevention environment and a self-protection mindset among staff and library managers and supervisors
• Equity, Diversity, Inclusion, and Belonging
• A Service Mindset
  • The reality of being in a high-stress customer service job.
• Mental Health and Well-being
  • Stress Management
• Thinking Ahead
  • Taking time to train.
  • Better outcomes for staff meeting.
  • Knowing the system in your library for suggestions, improvements, and making changes.
  • Reporting and documenting
  • Staff service, safety, and security committees.

PRICING AND REGISTRATION

All prices are the package price for a library, library system, or organization, and are based on your total number of staff. The packages include unlimited individual or group viewing and non-expiring access to the live and recorded sessions. All-access passholders will receive separate information about this training as it will be included in your annual fee. Questions can be sent to admin@library20.com.

STAFF	PRICE	COST PER PERSON
1 - 9	$199	as low as $23
10 - 49	$599	as low as $13
59 - 99	$999	as low as $11
100 - 249	$1,999	as low as $8
250 - 499	$2,999	as low as $6
500+	By quotation

To register, to request a quotation or invoice, or to ask a question click HERE.

DR. STEVE ALBRECHT

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.

More information at TheSafeLibrary.com.

New Webinar: "Patron De-Escalation Techniques: Using the Science of Human Communications to Get Better Results" with Kerry Mensior

Patron De-Escalation Techniques: Using the Science of Human Communications to Get Better Results
A Library 2.90 Leadership Webinar with Kerry Mensior, Executive Director, The International De-Escalation Association and Hosted by Dr. Steve Albrecht

OVERVIEW: 

Some days are just tough. You're dealing with patrons and co-workers and the emotions that they are carrying with them. And, quite frankly, sometimes they are probably spewing those feelings all over you!

As a library professional, sometimes you encounter people who are having bad days. Their emotions are running high, their “Survival State” thinking is controlling them, and they just seem like they are looking for conflict.

You already know that no location or organization is immune from widely publicized conflicts that quickly and unexpectedly escalate. When patrons are being unreasonable and well, annoying, at the very least, you probably feel like no one can understand the stresses you are under and the frustrating people you deal with.

What would you give to know how to calm stressful communication situations before they get out of control, when it’s just a little spark and not a full-on bonfire? Do you want to know how and why and what to say to calm an angry person in seconds?

This Library 2.0 webinar will provide you with a few simple techniques to improve your abilities to prepare for and quickly resolve conflict before it turns into something more serious.

As Kerry Mensior says, “Use science and not speculation, to calm an angry person in seconds.”

LEARNING AGENDA: 

• Get foundational, succinct, and realistic approaches for getting rapport with and dealing with uncooperative people.
• Apply de-escalation techniques in service situations with library patrons under stress.
• Learn why some of the more common de-escalation techniques may actually make certain situations worse.

This 60-minute training webinar is presented by Kerry Mensior, Executive Director of The International De-Escalation Association, and hosted by Library 2.0 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.

DATE: Thursday, November 30th, 2023, at 2:00 pm US - Eastern Time

COST:

• $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 admin@library20.com.
• FREE for those on individual or group all-access passes (see below).

TO REGISTER: 

Email address of attendee:

Click above 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 admin@library20.com 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 admin@library20.com.

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

SPECIAL GROUP RATES (email admin@library20.com 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 PASSES:

• 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 admin@library20.com.

KERRY MENSIOR

Kerry Mensior is the Executive Director of IDEA – the International De-Escalation Association. His highly-interactive and engaging course show you how to quickly develop rapport, effectively de-escalate, communicate, and negotiate in all situations, including with people in emotional turmoil and those in mental health crises.

DR. STEVE ALBRECHT

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.

More information at TheSafeLibrary.com.

UPCOMING WEBINAR:

November 16th, 2023

RECORDINGS AVAILABLE:

GET THE BOOK:

New Dr. Albrecht Podcast: "Using Time Studies for Better Employee Accountability"

We've just posted a new podcast by Dr. Albrecht in our "Library Service, Safety, & Security" section of Library 2.0: "Using Time Studies for Better Employee Accountability."

On this podcast episode, Dr. Steve Albrecht talks about the value of asking specific employees, who may not be working to their full capacity, to account for their work time in a structured and reviewable way.

You can listen to the whole podcast here. 

Dr. Albrecht's twice-monthly Library 2.0 podcast and blog posts are available for free, as are: access to 51,000+ other library professionals, our regular mini-conferences, and all the conference recordings. We also offer a series of Dr. Albrecht and other paid webinars and recordings which are available for individual or group viewing here.

UPCOMING WEBINAR:

November 16th, 2023

RECORDINGS AVAILABLE:

GET THE BOOK: