Handling Unwanted Customer Behaviors in Your Library (archived webinar)

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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