Date(s) - 11/04/2019
10:00 am - 11:00 am
Have you ever felt harassed by the public, vendors, consultants? Learn how to effectively respond to and minimize the impact of anxious, irrational, angry, rude people and defuse potentially dangerous behavior.
This interactive and informative program addresses what action employees should take when they feel they are being harassed by non-employees (patrons, vendors, contractors, consultants etc.) and gives the participants the skills to effectively respond to anxious, irrational, angry, hostile, or potentially dangerous behaviors.
Participants will learn and begin to master:
De-escalation strategies to use with internal and external customers
Setting limits with individuals who are verbally aggressive and
The appropriate actions to take when you feel you are being harassed at work.
Coping mechanisms to help maintain professionalism during confrontations
Biography ~ Andrew Sanderbeck
Andrew Sanderbeck is a recognized expert presenter, coach and consultant for libraries and library organizations. His favorite topics include customer service and retention, effective communication and management and leadership skills. He has presented at ALA, PLA and at many state and regional library conferences, as well as international conferences in the United Arab Emirates and many European Countries.
Andrew is a proud member of The Library Board of Trustees for the Haywood County Public Libraries and advocates for libraries with his monthly donation to EveryLibrary. http://everylibrary.org
Please Note: The recording will only be available to registered attendees.
Register here if you wish to participate in the live session or view the recording.
Priority seating will be given to TBLC Members.