OVERVIEW:
Some days are just tough. You’re dealing with patrons and co-workers and the emotions that they are carrying with them. And, quite frankly, sometimes they are probably spewing those feelings all over you!
As a library professional, sometimes you encounter people who are having bad days. Their emotions are running high, their “Survival State” thinking is controlling them, and they just seem like they are looking for conflict.
You already know that no location or organization is immune from widely publicized conflicts that quickly and unexpectedly escalate. When patrons are being unreasonable and well, annoying, at the very least, you probably feel like no one can understand the stresses you are under and the frustrating people you deal with.
What would you give to know how to calm stressful communication situations before they get out of control, when it’s just a little spark and not a full-on bonfire? Do you want to know how and why and what to say to calm an angry person in seconds?
This Library 2.0 webinar will provide you with a few simple techniques to improve your abilities to prepare for and quickly resolve conflict before it turns into something more serious.
As Kerry Mensior says, “Use science and not speculation, to calm an angry person in seconds.”
LEARNING AGENDA:
- Get foundational, succinct, and realistic approaches for getting rapport with and dealing with uncooperative people.
- Apply de-escalation techniques in service situations with library patrons under stress.
- Learn why some of the more common de-escalation techniques may actually make certain situations worse.
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, and security. 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. His new book, The Safe Library: Keeping Users, Staff, and Collections Secure, was just published by 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 25 books on business, security, and leadership topics. He lives in Springfield, Missouri, with six dogs and two cats.
More information at TheSafeLibrary.com.
