The Arkansas State Library invites the public library community of Arkansas to register for this free Webinar presented by Andrew Sanderbeck.
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
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, email@example.com, for more information.