Your webinar will be held on February 22, 2022,  2:00 pm – 3:00 pm  ET.

Login here: https://attendee.gotowebinar.com/register/2692012804302879504?source=Florida

Within 7 days, the recording of this session will be available in our On Demand section.


Effectively dealing with individuals who are upset, non-compliant and even hostile behaviors can become an everyday occurrence in your library. How we respond to these difficult behaviors is often the key to de-escalating these situations and protecting ourselves when a customers’ behavior is no longer acceptable or wanted.

In this interactive and informative program, attendees will learn specific verbiage to set boundaries and de-escalate customer situations as well safety techniques and procedures to use to create more consistent responses to difficult behaviors.

As a result of this program, attendees will learn:
• 5 specific phrases to use with customers to stop unwanted and challenging behaviors
• The 30-30-30 rule for creating an environmentally safe library space
• 3 de-escalation techniques to use to help customers focus on problem solving instead of continuing emotional outbursts
• How and why not to take customer behaviors personally


Presenter: Andrew Sanderbeck has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills in the U.S. and numerous countries around the world.

Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina and a monthly donor to EveryLibrary, supporting libraries across the country in their efforts to get the financial support they deserve.