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Dealing with Challenging Patrons Workshop
Dr. Steve Albrecht
Item Number: 1541-8977
Publisher: ALA Publishing eLearning Solutions
Price: $60.00
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If you plan on viewing this event with a group of 3 or more people, please purchase at the group rate.

A 90-minute workshop, Wednesday, April 12, 2017, 2:30pm Eastern/1:30pm Central/12:30pm Mountain/11:30am Pacific

This is an online event hosted through Webex. Further technical information is available at the ALA Store FAQ page.

How Workshop Registration Works
While completing your purchase, you’ll be asked to fill in the name and e-mail address of the person attending this event. Once you complete your purchase, the attendee will receive an e-mail from Webex confirming registration. This e-mail includes the login information for the event, including the weblink for signing in to the event, so please keep it in a safe place.

Upon purchase you will receive a registration PDF in the form of a digital download. This PDF contains a link to our Registration page. In case you do not receive the automatic email from WebEx, you can use the link found on this PDF to access the workshop. The download link can be found on the final confirmation screen after you complete your purchase and may also be accessed from your Account History.

If you prefer to register by phone, call 1-866-746-7252, Monday–Friday, 8:00am–6:00pm Eastern to register; or email your purchase order to

For pricing on bulk registrations in excess of $1,000, please contact us.

ALA Publishing eLearning Solutions Workshops offer a convenient, hands-on learning experience that will help you and your colleagues make the best decisions for your library. This workshop is licensed for use by staff or users of the purchasing institution or library organization.

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Dealing with Challenging Patrons Workshop
A 90-minute workshop, Wednesday, April 12, 2017, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific

Every library employee encounters challenging patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types.

In this workshop, library safety and security expert Dr. Steve Albrecht will show you how you can deal with these patrons effectively, efficiently, and without creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with such patrons and effectively defusing challenging situations.

Topics include:

  • Developing a security plan and consistent responses for all situations.
  • Understanding the need for security thinking in the “new” library
  • How to more accurately define workplace violence, its perpetrators, and types of threats.
  • Enforcing Library Codes of Conduct.
  • Providing “high-risk” customer service.
  • Interacting more effectively with law enforcement.
  • Using realistic communication tools that work for all patrons.

About the Instructor

Dr. Steve Albrecht is internationally known for his work on workplace violence prevention, and manages a training and consulting firm specializing in high-risk human resources issues, organizational security concerns, and work culture improvement. His many books include Tough Training TopicsService! Service! Service!Added Value NegotiatingTicking Bombs: Defusing Violence in the Workplace (written in 1994 as one of the first books on this subject), and Fear and Violence on the Job. A retired San Diego Police reserve sergeant, he holds a doctorate in business administration, an MA in security management, a BS in psychology, and a BA in English. He is board certified in human resources, security, and employee coaching.


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Library Security: Better Communication, Safer Facilities
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Albrecht's no-nonsense advice will empower library staff in their personal security and give them the tools to confidently communicate with their colleagues, patrons, and members of law enforcement regarding inappropriate behavior.
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Defusing the Angry Patron, Second Edition: A How-To-Do-It Manual for Librarians
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This very practical how-to shows how effective staff training and intentional behaviors can positively affect patron behavior, minimize altercations, and ease the stress of public services staff.
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The Black Belt Librarian: Real-World Safety & Security
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Sharing expertise gleaned from more than two decades as a library security manager, Graham demonstrates that libraries can maintain their best traditions of openness and public access by creating an unobtrusive yet effective security plan.
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