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.