Dealing with Challenging Patrons Workshop

While completing your purchase, fill in the name and e-mail address of the participant who will sign in to the event by clicking the "Attendees" button to the right of the item in your cart. This individual will receive an e-mail from WebEx confirming registration before the event begins. Attendees should add messenger@webex.com to their approved email sender list, so they can ensure that they receive the automatic notifications.

$60.00
ALA Member: 
$ 54.00
Item Number:
1541-8977
Date: 
Day:  June 5, 2019
Time:  2:30pm to 4:00pm EDT
Delivery Method: 
Live
Duration: 
90 minutes
Publisher: 
ALA Publishing eLearning Solutions
  • Description
  • Learning Outcomes
  • Registration
  • About the Instructor
  • Contact Us

Dealing with Challenging Patrons Workshop
A 90-minute workshop, Wednesday, June 5, 2019, 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 group of patrons causing disruption, a loud patron, or possibly 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 and effectively defusing challenging situations.

After particpating in this workshop, you will be able to

  • Develop a security plan and consistent responses for all situations.
  • Understand the need for security thinking in the “new” library environment.
  • More accurately define workplace violence, its perpetrators, and types of threats.
  • Enforce Library Codes of Conduct.
  • Provide “high-risk” customer service.
  • Interact more effectively with law enforcement.
  • Use realistic communication tools that work for all patrons.

While completing your purchase, fill in the name and e-mail address of the participant who will sign in to the event by clicking the "Attendees" button to the right of the item in your cart. This individual will receive an e-mail from WebEx confirming registration before the event begins. Attendees should add messenger@webex.com to their approved email sender list, so they can ensure that they receive the automatic notifications.

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

Bulk Orders

For pricing on bulk registrations, please contact alastore@ala.org.

Dr. Steve Albrecht

Dr. Steve Albrecht, PHR, CPP, BCC, is board certified in HR, security management, and employee coaching. In 1994, he co-wrote Ticking Bombs, one of the first business books on workplace violence. He holds a doctorate in Business Administration, an M.A. in Security Management, a B.S. in Psychology, and a B.A. in English. He worked for the San Diego Police Department from 1984 to 1999 and is the author of 15 books on business, workplace security, and criminal justice topics, including Library Security: Better Communication, Safer Facilities (ALA Editions, 2015).

If you have any questions about this workshop, please contact us at elsmarketing@ala.org.

At Your Service

Accommodations are offered based on user needs. For transcription, live captioning, or other accessibility requests, please contact us at elsmarketing@ala.org.

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