OVERVIEW:
It’s time to look at the most common types of behaviorally-challenged patrons in our libraries, how they act the way they do, and even why they act the way they do. (Motive for behavior is a funny thing. Are some people born with a collection of irritating, odd, or entitled social habits or do they develop them over time, or is it a combination of both?)
Why do certain male patrons engage in sexually or racially harassing behaviors, even after the passage of the Civil Rights Act about 60 years ago? What causes some patrons to be rude and demanding, during and after we’ve given them our best and most helpful service? Have you ever had to have the “hygiene conversation” with a patron with bad breath and body odor? Do you have concerns – as a mandated reporter – about potential child abuse or elder abuse, involving younger or older patrons being victimized? What do we do about the “the Starer,” who continues to watch staff and patrons with that weird look, despite having been told to look elsewhere?
This session looks at problematic patron behaviors and gives library staff a behavioral toolkit to use to confidently make your facility a better and safer place to work.
This 60-minute training webinar is presented by Library 2.0 and hosted by 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.
LEARNING AGENDA:
- How do we create “Negotiated Behavioral Agreements” with patrons?
- What language needs to be added (or subtracted) from your current Code of Conduct?
- Can we “coach up” certain patrons, using repetitions, praise, and boundaries?
- Who can help with specific behavioral issues, from inside or outside your library?
- How can library staff practice effective self-care (and burnout protection and prevention) while serving their communities?
About the Speaker
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.)
