Note: This archived webinar underscores and demonstrates key principles already incorporated into the JPL Library Code of Conduct and related policies and procedures:
- Publicly posted Code of Conduct
- Focus on behavior, rather than on opinions of customers or of staff
- "Get to Yes" approach to dealing with difficult customer situations.
For training credit, submit a Request for Training Credit online form.
Dealing with Difficult Patrons
90-minute workshop with
Steve Albrecht
Originally presented on Thursday, September 19, 2013
- The recording of this webinar is available for playback or download here.
- The PowerPoint slides for this webinar are available for download here.
In this workshop, library safety and security expert Albrecht shows you how you can deal with problem patrons effectively, efficiently, and without creating major disruptions. Library employees at all levels will learn strategies for dealing with such patrons and effectively diffusing challenging situations.
Workshop topics include:
- Developing a security plan and consistent responses for all situations.
- Understanding the need for security thinking in the "new" library environment.
- How to more accurately define workplace violence, its perpetrators, and types of threats.
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.
