Workshop: Dealing with Difficult Patrons

Loading Events

« All Events

  • This event has passed.

Workshop: Dealing with Difficult Patrons

September 21, 2016 - September 23, 2016

Spend a training day with one of the leading national experts on library safety and security. Dr. Steve Albrecht is the author of the new ALA book, Library Security: Safer Facilities, Better Communication. He has trained thousands of library employees on the do’s and don’ts of handling difficult patrons, transients, crooks, Internet hogs, and others who want to disrupt the library environment. His popular seminar offers practical, 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, knowledge of workplace behavior, security measures, and how to activate your “high-­risk” customer service skills. Here’s what’s covered in this fast-paced, entertaining, and empowering program, designed specifically for library staffers:

Learning Topics:

  • Common Library Security Problems 
  • Our Safety & Security Motto: Behaviors, Not Labels
  • Our Safety & Security Themes: Firm, Fair, Consistent, Assertive
  • Working in the “New” Library Environment
  • What is Workplace Violence?
  • Intuition: A Unique Form of Knowing
  • Challenging Patrons Exercise and Role­plays
  • Using Our Code of Conduct Effectively
  • Our Library Security Plan
  • The Need for Security Incident Reports
  • High­-Stress Customer Service
  • The LEAPS “Verbal Judo” and Introduce-­Explain-­Ask Models
  • Do Civil Stay-­Away Orders Work? 
  • Interacting with the Police
  • An Active Shooter in the Building?
  • Long-term Difficult Patron Management Strategies: Homeless, Mentally Ill, Entitled
  • Difficult Patron Role Plays

Event Information

Sessions will be held according to the following schedule.


Date Time Location
Monday, September 19 10 am – 3:30 pm Cartersville Public Library, 429 West Main Street, Cartersville, GA 30120

Register now!

Tuesday, September 20 10 am – 3:30 pm Southwest Chatham Library, 14097 Abercorn St, Savannah, GA 31419

Register now!

Wednesday, September 21 10 am – 3:30 pm Tifton-Tift County Public Library, 245 Love Ave, Tifton, GA 31794

Register now!


September 21, 2016
September 23, 2016
Event Category: