The Challenging Patron Workshop: Library Service, Safety, and Security at the Moments of Truth

Date(s) - 05/14/2018
9:30 am - 3:30 pm

Bartow Public Library - Gibson Families Community Room



Spend a day with one of the nation’s leading experts on library safety
and security. Dr. Steve Albrecht has trained thousands of library employees
on the do’s and don’ts of handling challenging, entitled, odd, or even
threatening patrons, including the homeless, mentally ill, gang members,
thieves, Internet hogs, and others who want to disrupt the library. His
popular program offers practical and realistic tools which will make your
facility a better, safer place to work. Enjoy Steve’s real-life experiences as
a law enforcement officer, mixed with his use of humor.

Learn safe workplace behaviors, security measures, and how to activate your “highrisk”
customer service skills. It’s great for your next Staff Development Day.

Here’s what Steve covers in this fast-paced and empowering program:
Our New Safety & Security Motto
Our Need for Consistent Security Themes
The “New” Library Environment
What is Workplace Violence?
Perpetrators of Workplace Violence
The List: Challenging Patrons (and Their Beasts)
Challenging Patrons Exercise
Real Codes of Conduct
Our Library Security Plan
Interacting with the Police
Creative Customer Service
Verbal Judo: The L.E.A.P.S. Model
On-Going Homeless or Mentally Ill Patron Management
Challenging Patron Role Plays

Priority seating will be given to TBLC Members.

Restaurants For Lunch

Biography ~ Dr. Steve Albrecht
Dr. Steve Albrecht is internationally-known for his consulting and training work in workplace violence prevention training programs, school violence prevention, and high-risk human resources. Steve continues to speak, write, consult, and train on tough organizational topics. He brings his HR, training, law enforcement, security, coaching, and writing background to issues like workplace violence, school violence, sexual or racial harassment, diversity, drugs and alcohol at work, team conflicts, and employee stress.

Besides providing training for private-sector clients, Steve teaches workshops for city and county government departments, helping taxpayer-contact employees stay safe at work, and offers harassment prevention, stress management, and team-building programs to solve conflicts.

Steve offers developmental, corrective, or anger management coaching sessions for supervisors and employees. Using on or offsite meetings, self-assessment instruments, and face-to-face or telephone sessions, Steve or one of his team members can usually create improvements within one to five sessions.


Registrations are closed for this event.