Every library encounters challenging situations with patrons who seem eccentric, entitled or possibly even aggressive. In this one hour webinar, Dr. Steve Albrecht, one of the leading national experts on library safety and security, will guide you through managing these challenging patrons effectively, efficiently, and without creating major disruptions in your library environment. Author of the new ALA book, Library Security: Safer Facilities, Better Communication, Steve has trained thousands of library employees on the do's and don'ts of handling difficult or challenging patrons who disrupt the library environment. This webinar offers practical, realistic tools to make your facility a better, safer place to work. Using a mix of real-life experiences as a law enforcement officer, knowledge of workplace behavior and security measures, and a good sense of humor, Steve will teach you how to activate your "high-risk" customer service skills. This session was originally recorded on June 2, 2016.