A 60-minute training webinar presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht.
It can be hard to talk with certain patrons, for a variety of reasons. Our ability to provide the best service possible to them means we have to be even better listeners and ask useful questions, especially when the patron is either under stress or having trouble communicating with us. This session can help you get conversational control before things spiral in the wrong direction and ruin the library experience for you and them.
This overview session on how to respond step-by-step to service situations in the library is another in our “Essential Librarian Series,” designed to be shown to new staff and leaders and to provide a refresher for all who work in the library. A discussion guide, as well as the presentation slides, will be available to all who participate.
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.)
