We've posted both a new podcast episode and a new blog post in the "Library Safety and Security with Dr. Steve Albrecht" section of Library 2.0.
The 30-minute podcast is on "Library Emergencies," and the blog post is entitled "The Shamu Method: Can We 'Coach Up' Problematic Patrons With 'Fish'?"
It's a useful idea for understanding how humans and animals learn, and more accurately, how we unintentionally reinforce negative behaviors with our usual responses of anger, punishment, ridicule, shaming, and frustration. Here, we don't focus on the negative outcome - with humans, let's call it a failure to do a more positive behavior or the continuation of a negative behavior, even harder and faster. Instead, we ignore the behavior completely; in effect we "extinguish" it and let it "go extinct." Calling it out just give it more energy, more adding more fuel to a repetitive fire. Even bad attention is still attention.
Instead, we use praise when the person (or your dog or cat, or elephant, if you have the room for one) does what we want them to do, even just a little bit and only for a moment. This concept builds on the idea that people and animals dislike verbal abuse and especially hate physical punishment. Humans respond to verbal praise - "Great job! Thanks for helping me out!" and physical rewards (in the pre-COVID days, a hug if they want one, a pat on the back, a pay raise). For domesticated animals, praise is about food first (we give Tabby a kitty treat when she doesn't tear up the couch and uses the new scratching post instead) and physical contact second (petting, ear scratching, belly rubs). For wild animals, it's always about the food.
See you "online!"
As a trainer, speaker, author, and consultant, Dr. Steve Albrecht is internationally known for his expertise in high-risk HR issues. He specializes in workplace and school violence awareness and crisis response programs for private-sector firms, municipal and state government, K-12 schools, and colleges and universities. His clients include the two biggest municipal insurers in California.
In 1994, Dr. Albrecht co-wrote Ticking Bombs: Defusing Violence in the Workplace, one of the first business books on workplace violence. Besides his work as a conference presenter and keynote speaker, he appears in the media and on the Internet, as a source on workplace violence, security, and crime. His 21 business and police books include Library Security; Tough Training Topics; Added Value Negotiating; Service, Service, Service!; and Fear and Violence on the Job.
He 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.
Praise for Dr. Albrecht:
"Your suggestions of what to say to challenging patrons will really help me once we allow patrons back into the library. Thanks!" - Lori from IL
"Not only have I learned incredibly valuable skills to use in my career as a public librarian, those lessons will have a ripple effect as I teach a course on Social Crisis Management... I always give Dr. Albrecht the credit in the portions of my lecture and presentation. And have first hand experiences using these lessons to support his approach. Thanks again for lending your expertise to ensure that as librarians we can remain safe, keep our customers safe and still deliver on our mission and the meaningful work we do each day." - Jen
"You helped to keep my brain from turning into mush during this long time off. Thank you!" - C. from MO
"I was able to view Library Safety and Security and Interacting with the Homeless. I learned so much and appreciate the education you offered. I became aware of changes, large and small that I can make in my life to enhance how I interact with all people. I do hope our library offers your classes in the future because I did not view all the webinars that I wanted to and I am sure my coworkers feel the same. Thank you again." - Vicki from VA
"I wanted to send you a note of thanks for your webinars... I watched 5 of them and found them to be incredibly informative. Currently I am working with my library's director to put together a situation response manual for safety and security matters that apply to our own library... What you have shared has been very useful to help set up some guidelines and decide a good direction for training within our organization. Thank you so much for sharing your insights." - Jennifer from IN
"Thank you for the great content. I appreciate it." - Carmen from MT
"[I] found [your webinars] extremely helpful and informative. Thanks again and stay safe!" - Christine from PA
"I remember when you came to our Annual Employee Training Session and presented a terrific class. I was able to view all of your webinars during this time and I learned so much. Your generosity of spirit during this pandemic is truly appreciated and your kindness will be remembered. Thanks again and Cheers." - Bernadette from CA
"We have watched a couple of [your webinars] in the past and they always provide a great approach to issues that are becoming more and more common in public libraries." - Rod from TX
"Your webinars were educational and inspiring." - Karen from GA
"I have recently watched all your webinars... (this begins to sound like a groupie saying, "I have all your records!") and I'm so grateful to have had the opportunity to learn from them. They were probably the best work at home professional development material I encountered in the two months my library has been closed. I've worked in public libraries since 1988 and everything you said makes sense in my experience. I look forward to putting what I learned from your webinars to use when we eventually reopen to the people the library exists for. Many thanks!" - Barbara from BC Canada
"'I've learned a lot from your diverse offerings as I knew that I would. I listened to 4 of your webinars at this run. I also attended your talk last year at one of our branch libraries. I hope that your presentations remain in my mind and that your practical, philosophical and respectful methods of engagement can be brought forth in times of need." - Deborah from CA
"We don't always take the time to do online courses or participate in webinars because of time and money restraints. We have been lucky to have the time now to take advantage of these opportunities. Your webinars really pack a lot of info in the time allotted. Your observations and surveys conducted with staff across the country made this applicable and the reality. Many of the situations described sound like our day to day interactions with patrons. Again thank you so much for these valuable webinars. I hope we will be open soon and able to put your tips into practice." - Kathy from MD
"I’ve really enjoyed all of your webinars, especially the ones about security and challenging patrons, and I’ve gained some useful knowledge that I can utilize at my library. I hope you have a wonderful day! Thanks again!" - Deborah from OH
"You're the best of the best." - Nick from CA
"I have found your webinars especially helpful during this time of stay-at-home orders and the inability to report to work for my daily schedule. (My branch is closed indefinitely.) I have especially found "Interacting with the Homeless" and "Stress Management for Library Staff" as the most help to date. I have been doing daily meditation as a stress reliever and taking time to find happiness despite all that is taking place in this world.... having this opportunity to listen to your thought-processes is very invigorating and life-changing. Thank you from the bottom of my heart." - Danielle from MD
"[Y]ou've expanded our minds and helped us greatly with your generosity. Thank you for all that you do, I appreciate it immensely." - Valerie from TX
"Thank you very much for your work and very good webinar." - Donna from IN
"I appreciate your vast knowledge on patrons and safety situations." - Mary from IL
"I've long wanted to explore your work, and have enjoyed and learned from 4 of your webinars so far, with plans to view them all. They are excellent! I am charged with leading our staff around issues of safety and security in our rural system, and you are a clear and dynamic voice in our field. I really appreciate your experience, knowledge, and presentation style, down to talking fast to get the most information into the time of the presentation! Hopefully, I'll be able to obtain the new edition of your book soon, as I hope to keep these themes as relevant currents for the duration of my career." - Kimberlee from CA
