Dr. Steve Albrecht's Library 2.0 Podcast: "Negotiate Your Way to Better Patron Compliance"

We've just posted a new Dr. Albrecht podcast in our "Library Service, Safety, & Security" section of Library 2.0: "Negotiate Your Way to Better Patron Compliance."

"My topic for this half hour is emotional control in dealing with people who are angry and perhaps even mentally ill. I'm going to use three stories that happened to me personally, that involved homeless individuals that came into my environment--one at a coffee shop, one at a training that I was doing, and one that came in to city hall where I was working with one of my clients. 

"These individuals were under a lot of stress. Something was going on in their lives, there was clear mental illness in at least two of them, and also they were seeking something--and we were able to solve their problems with some solutions that were pretty easy. I want to talk and think about what we may do to negotiate carefully with people that are coming in who are demanding, who are outraged, who are anxious, who are upset, and who may have some mental health concerns coming into the library. 

"So, it's about emotional control for you. It's about feeling comfortable having uncomfortable conversations. And it's also about reading people and reading a situation and saying, 'How can I be in this situation? How can I be a good negotiator with people who are sometimes not in full control their faculties, but be able to give them some options which could be useful and successful for them.' 

"So let's tell some stories here and see what you think about how you may be able to apply this at your own library and the situations that you may be dealing with..."

Listen to the full podcast here. 

While Dr. Albrecht's twice-monthly podcast and blog posts are available for free, as are our regular mini-conferences and all the conference recordings, we also offer a series of Dr. Albrecht paid webinars and recordings which are available for individual or group viewing here.

Coming Up:

Webinar Recordings Available:

DR. STEVE ALBRECHT

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ 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. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.

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 24 books on business, security, and leadership topics. He lives with seven dogs, two cats, and three chickens.

New Webinar: "Ten Library Service Myths Every Librarian Should Challenge" with Dr. Steve Albrecht

 "Ten Library Service Myths Every Librarian Should Challenge"
Part of the Library 2.0 Series with Dr. Steve Albrecht

OVERVIEW: 

Ten Library Service Myths - is it time to question what we think we already know about taking care of patrons’ needs in the library? This overview session is another in our “Essential Librarian Series,” for all library staff and library leaders to consider certain longhand beliefs about serving patrons that need more thought. A discussion guide, as well as the presentation slides, will be available to all who participate.

This 60-minute training webinar is presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht.

LEARNING AGENDA: 

We'll discuss how many of these ten service concepts you have accepted, taken to be true, or even rationalized:

• The Customer Is Always Right.
• The Golden Rule is a good rule of thumb.
• Multi-tasking while helping patrons saves us time and effort.
• Smiling and using a patron’s name several times in the conversation is a good idea.
• It’s never okay to tell patrons “no” and stop helping them; you’re done when they’re done.
• Good service skills just can’t be taught; you either have them or you don’t.
• When choosing to hire a service employee with experience versus enthusiasm, hire for experience.
• You can’t fix an employee’s bad service attitude.
• Library employees are not allowed to be blunt and direct with patrons.
• Providing incorrect information to a patron is not that big of a deal; we all make mistakes.

DATE: Friday, July 29, 2022, 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 pay. You can pay there by credit card, and will receive an email within a day with information on how to attend the webinar live and then your permanent access to the webinar recording. 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 right away.

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, security, and supervision. 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. He is currently writing the sequel, The Safe Library: Keeping Users, Staff, and Collections Secure, for 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 24 books on business, security, and leadership topics. He lives with six dogs, two cats, and three chickens. (Not all in the same room, of course.)

WEBINAR RECORDINGS AVAILABLE: