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Responding to Uncomfortable Situations in the Library Setting

Responding to Uncomfortable Situations in the Library Setting

 

Often, we are caught off guard by inappropriate comments made by patrons or colleagues and we aren’t prepared to respond appropriately. In this interactive and important program, the presenters will go over several scenarios where someone behaves in a manner that is not acceptable in the library and provide simple responses to curtail the behavior and make it clear that what is happening is not ok.

This presentation originated because we had multiple young female staff members in a public library experiencing inappropriate comments from customers and weren’t equipped to respond. We expanded from those comments to include many others, including microaggressions and political and sexual comments.

As a result of this program:
• Participants will learn how to respond to some of the most uncomfortable situations that arise in libraries
• Participants will learn specific simple phrases to use that are short, impactful, and easy to remember
• Participants will be empowered to use these phrases and approaches to respond to inappropriate comments and actions from their patrons and colleagues

Handout

Original broadcast October 5, 2021 

 

Presenter: Dana Bomba is a Branch Manager with the Chesterfield County Public Library near Richmond, Virginia. Her primary focuses are daily operations, staff development, and outreach initiatives. The area of her job she enjoys the most is staff development as she helps her team realize their full potential in an encouraging and empowering way.

Presenter: Emily Correa is a Professional Services Librarian for Campbell County Public Library System, VA. She has been involved in various committees and leadership with the Virginia Library Association, the Mid-Atlantic Library Alliance, and the County of Campbell. For more information, contact her at emilycorrea583@gmail.com

 

Patron Bashing in Public Libraries: Its Effect on the Professional and the Profession

Patron Bashing in Public Libraries: Its Effect on the Professional and the Profession

We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.
In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.

As a result of this program, attendees will learn:
• Several types of patron bashing and its effect on those around you.
• Strategies to avoid contributing to patron bashing and how to respond when you witness it.
• The qualities expected of service-oriented information professionals.

Handout

Original broadcast September 28, 2021 
 

Presenter: Dana Bomba 
Dana Bomba is a Branch Manager with the Chesterfield County Public Library near Richmond, Virginia. Her primary focuses are daily operations, staff development, and outreach initiatives. The area of her job she enjoys the most is staff development as she helps her team realize their full potential in an encouraging and empowering way.

Find Your Bliss @ Work ~ Really

Find Your Bliss @ Work ~ Really

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Although our work can bring us great joy, the workplace can also present a few challenges – differing personalities, friction, work overload, patron demands, negativity – you get the picture!

Add to that the strain of a pandemic, work-from-home situations, and changing priorities, and it’s no wonder we have lost our bliss. And even if a permanent state of “bliss” is not logical for most of us, finding joy is what we all want to experience in our workplace.

In this fun and interactive 90-minute session, we’re going to help you understand what’s really keeping us from finding our bliss – and it’s not always what we think! We’ll also discuss some simple steps to help you leave your workday at work – particularly if it’s been, ahem, a little less than blissful!

 

Biography ~ Linda Bruno
Linda has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She is also certified with DDI and Achieve Global.

She develops her workshops based on solid research and – more importantly – real-life application.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Find Your Bliss @ Work ~ Really

How Do We S.E.R.V.E. Our Customers?

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There are thousands, maybe hundreds of thousands (!) of books, articles, workshops, and TED talks on serving customers. Technology is touted as the “be all and end all” of customer service – and it’s certainly important in today’s library world.
And yet…there are some basic things we can do to make sure we SERVE our customers in the way they want to be served. Things that we may overlook in the rush to make sure we are offering the latest and greatest in technology and programming.

In this webinar, we’ll look at five areas that can help us develop happy customers. Happy customers create a happy library environment. A happy library environment draws more customers. More customers lead to a happy library staff and…you get the picture.
We need to make sure we are pleasing our customers – which makes us all happy!

Biography ~ Linda Bruno
Linda has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She is also certified with DDI and Achieve Global.

She develops her workshops based on solid research and – more importantly – real-life application.

Handout

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

10 Customer Service Trends and Predictions for 2021/2022 and Beyond

10 Customer Service Trends and Predictions for 2021/2022 and Beyond

 

During and after the COVID-19 pandemic, customers expect and deserve the best service we can give them. Organizations that cannot adapt and innovate will continue to struggle to meet the needs of their users, communities, staff and stakeholders. Conversely, those organizations that can roll with the changes and prepare for the uncertain future ahead for their customers will reap the benefits of greater loyalty and support.


Changes in customers’ needs and desires continues to happen at an increasing speed. The pandemic has changed customer service expectations and delivery in our libraries and we have to be vigilant in knowing that what is effective today might not meet the needs of our users in the future.
This interactive and informative program will explore 10 customer service trends and predictions to help you and your organization prepare for the next wave of customer expectations to come.

Handout

Original broadcast June 24, 2021

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Preparing for the Next Wave of Pandemic Weary Customers

Preparing for the Next Wave of Pandemic Weary Customers

 

Library employees are dealing with a variety of unwanted and ever-changing behaviors as the pandemic continues and misinformation, fear and negativity about the future continues to put customers and communities on the edge of unrest.

Is your organization ready and are your employees prepared to safely handle the next wave of difficult and potentially volatile customer behaviors?

This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.

As a result of this program attendees will learn:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• De-escalation techniques to use to reduce the agitation of the customer and to help resolve emotionally charged situations

Original broadcast May 6, 2021 

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Find Your Bliss @ Work ~ Really

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

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Steve is a leading national expert on library service, safety, and security. He has written 24 books on business, HR, leadership, security, and criminal justice topics. Steve has taught library training programs, both live and online, since 2000.  

As libraries re-open their doors to provide service to patrons, we’re all facing uncertainty, apprehension, and stress. This 90-minute webinar session will provide library directors, managers, supervisors, and full and part-time employees with tools to recognize and resolve conflicts between arriving patrons. Getting along in our new post-Pandemic, post-protests world will require patience, empathy, and understanding other points of view without judgment. Library employees and the people we serve will have strong feelings about the current political and economic climate. It’s easy to let emotions get in the way of providing good service.

Here are the topics this 90-minute webinar will cover:

  • What are the challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
  • What safety and security challenges do we face in the wake of more national and local protests in our parks, public spaces, and government buildings?
  • How can managers and supervisors monitor the work culture for conflict, communication, and morale issues?
  • Can supervisors use a step-by-step conflict resolution tool to use to help two disagreeing employees to get along?
  • How to respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow Covid-19 safety protocols
  • How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
  • What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
  • How about a little personal and professional stress management?
  • What does the future hold for library employees and what new ways can we provide service to patrons?

Presented by Dr. Steve Albrecht, author, Library Security: Better Communication, Safer Facilities (ALA, 2015) www.DrSteveAlbrecht.com

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Find Your Bliss @ Work ~ Really

Autism 101 for Libraries: What is Autism Spectrum Disorder and How Can We Help Students and Families at the Library?

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This presentation will address characteristics of Autism Spectrum Disorders (ASD) and how those characteristics manifest in children and adults. The presenter will provide insights into how library staff can support children/adults with ASD based on individual needs. Specific questions from participants will be addressed throughout the presentation.

 

Autism Resources

ASD Resources

Autism Resources: Targeting Autism for Libraries

Slides

Presenter ~ Dr. Mary O’Brian
Dr. Mary O’Brian has worked in the field of special education for more than 35 years. Dr. O’Brian received her bachelors and doctoral degrees in special education. She has worked with children with disabilities in school settings in various roles, including teacher, school psychologist and special education administrator. She also worked with adults in vocational settings. She retired from Illinois State University in 2015 and has continued to work with children and families through consulting work and advocacy.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Serving Patrons with Developmental Disabilities

Serving Patrons with Developmental Disabilities

 

People with developmental disabilities may be cognitively or physically impaired, or both. While not always visible, these disabilities can result in serious limitations in everyday activities of life, including self-care, communication, learning, mobility, or being able to work or live independently
In this informative program, we’ll discuss developmental disabilities, getting to know groups in your community that serve this population, programming considerations for adults, teens, kids with developmental disabilities, and examples of such programming being done now.

As a result of this program attendees will learn more about:
• Programming for people with developmental disabilities in your library
• What developmental disabilities are
• People First Language
• How to get to know this community in your community
• Parent and Family support for advocacy

Original broadcast April 1, 2021 

Presenter ~ Carol Kando-Pineda
Carol Kando-Pineda has spent 15 years advocating for community inclusion, opportunities, and support for her daughter with Down Syndrome. From 2011 to 2013, Carol headed up the Virginia Government Affairs Committee for the National Down Syndrome Society. In 2017, Carol and her husband created a business for their daughter, based on selling products bearing her distinctive artwork.

The goals? To create a path for her independence, to show the world what differently-abled people can do, and to promote the work of others with developmental disabilities. Carol’s day job is to manage consumer outreach to public libraries for a federal agency. She earned her A.B. from Harvard College and her J.D. from Suffolk University School of Law.

Libraries for All: Serving People with Disabilities at Your Library

Libraries for All: Serving People with Disabilities at Your Library

It doesn’t matter if your library is small or large, public or school, rural or urban—all libraries serve people with disabilities. In this webinar, learn how you can be an advocate for people with disabilities at your library. Acquire best practices for inclusive customer service, explore strategies for making existing programs welcoming to all abilities, and learn how to build positive relationships with individuals with disabilities and local disability-related organizations in your community.

In addition, the presenter will provide:
• an overview of different visible and invisible disabilities
• inclusive library program and service ideas for all ages
• strategies for creating welcoming physical and virtual library spaces

Biography ~ Renee Grassi
Author, blogger, speaker, and trainer Renee Grassi is a recognized library leader and advocate for people of all abilities. Renee considers herself an ally for those with autism and other disabilities and has presented nationally and internationally to help libraries be more equitable and inclusive for all. In 2012, she was named a Library Journal Mover & Shaker for her work in this area. A graduate from Dominican University’s Library and Information Science Program and Illinois librarian for nearly ten years, she relocated to Minnesota in 2016. Renee is currently the Youth Services Manager at Dakota County Library, as well as Chair of her library’s Accessibility Team.