Handling Unwanted Customer Behaviors in Your Library

The Arkansas State Library invites the public library community of Arkansas to register for this free Webinar presented by Andrew Sanderbeck.

Event Information

Date: Tuesday, February 22, 2022, 1-2 p.m. CST
Time: 1 PM-2 PM
Registration Deadline: Monday, February 21, 2022
Audience: Front Line Library Staff
Presented by: Andrew Sanderbeck
Location: GotoWebinar
Cost: Free

Participants must register online.

Effectively dealing with individuals who are upset, non-compliant, or even hostile can become an everyday occurrence in your library. How we respond to these difficult behaviors is often the key to de-escalating these situations and protecting ourselves when a customer’s behavior is no longer acceptable or wanted.

In this interactive and informative program, attendees will learn specific verbiage to set boundaries and de-escalate customer situations as well safety techniques and procedures to use to create more consistent responses to difficult behaviors.

As a result of this program, attendees will learn:

  • 5 specific phrases to use with customers to stop unwanted and challenging behaviors;
  • The 30-30-30 rule for creating an environmentally safe library space;
  • 3 de-escalation techniques to use to help customers focus on problem solving instead of continuing emotional outbursts; and
  • How and why not to take customer behaviors personally.

Please contact Janine Miller, janine.miller@ade.arkansas.gov, for more information.