Handling Unwanted Customer Behaviors in Your Library (archived webinar)

  Dates & times
  Category Online Course, Issues and Trends, All
  Registration & more information https://serls.evanced.info/signup/eventdetails?eventid=3517&lib=3


This is an archived webinar.  A mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 



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.


You'll Learn About:

  • 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

 SERLS Member Libraries: $0.00

All Other Libraries: $15.00