This is a refresher, or a starter guide, to the most effective tools for service, safety, and security while doing library work.
Let’s talk about what works – and what doesn’t – when it comes to dealing with challenging patrons. Let’s look at service situations, including some scenarios where you need your best patience, listening skills, and empathy. Let’s focus on safety – coming to work, leaving work at day’s end, working all around the inside of your building, and making that important transition from the library floor back to the “Employees Only” area, so you can get a break from people and recharge your batteries.
And let’s address some of the most timely security situations, pulled from the headlines from around the country: book banners and protesters disrupting the library and its programs; threats from patrons; patrons who assault each other and may threaten you; and how do we de-escalate, communicate, and negotiate with patrons who have entitlement, mental health, or sobriety issues.
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.)
