In this 90-minute session, Dr. Steve Albrecht will cover the dos and don’ts of dealing with challenging patrons, including rude and demanding patrons, harassing patrons, and others who want to disrupt the library environment. This popular workshop offers practical, realistic tools which will make your facility a better, safer place to work.
Dr. Steve Albrecht has trained thousands of library employees on handling challenging, entitled, odd, or even threatening patrons. For the past 18 years, Dr. Steve has been well known to library audiences around the US for his webinars, articles, book, and training programs on library safety and security. He worked for the San Diego Police Department for 15 years and is board certified in HR, security, coaching, and threat management. He is also the author of the ALA book, Library Security: Better Communication, Safer Facilities.