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De-escalation Techniques That Work with Your Patrons

Thursday, July 25 @ 2:00 pm - 3:00 pm EDT

Customer Service

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

In this interactive and informative program, attendees will learn specific verbiage to set boundaries with and techniques to de-escalate patron behaviors.

As a result of this program, attendees will learn:

• 5 specific phrases to use with patrons to stop unwanted and challenging behaviors
• 8 de-escalation techniques to use to help patrons focus on problem solving instead of continuing emotional outbursts
• How to handle patrons wanting to argue and to “be right” that you are wrong
• Techniques for handling situations before they escalate

Presenter: Andrew 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 for libraries 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.

The recording and handouts will be available on Niche Academy after the live event as well as our library of over 700 recorded sessions. To access Niche, go tohttps://my.nicheacademy.com/floridalibrarywebinars

Register here via Zoom for the live event or through the link below.



Thursday, July 25
2:00 pm - 3:00 pm EDT
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