For over 22 years, Steve Albrecht has trained thousands of library
employees around the country on the dos and don'ts of handling
challenging, entitled, eccentric, demanding, harassing, or even
threatening patrons. His articles, blogs, podcasts, and keynote
speeches have helped empower equip library employees at all levels
to be more empowered, assertive, and confident when helping users
who are struggling with homelessness, mental health issues, trauma
backgrounds, and substance use problems. The Safe Library offers
practical and realistic tools which will make every library
facility a better, safer place to work. Readers will learn:
de-escalation skills, communication tools safe workplace habits
security measures personal protection methods, and, how to activate
one's best customer service skills, even under stress. This book
provides advice and support to help library employees best deal
with sexually harassing patrons, unruly groups of students,
thieves, Internet hogs, and others who can disrupt the safe library
environment. It offers best practices for helping patrons
experiencing homelessness to follow library rules while staff treat
them with dignity and respect; helping staff stay motivated to deal
with the same challenging patrons and their accompanying demands,
day after day; protecting smaller or rural library facilities and
keeping one-room, one-librarian facilities safe; working more
effectively with onsite security guards and responding law
enforcement officers, to create more consistent responses; and
using daily, monthly, quarterly, and yearly facility security
checklists to regularly assess the state of your buildings and IT
systems. This book is for all levels of library employees, from
longtime staffers to part-timers and even library volunteers. It
will especially appeal to library directors, managers, and
supervisors who have to manage different types of staffs and
patrons in different types of facilities, ranging from downtown
locations to rural library buildings. Here's the book that answers
the most common (and even uncommon) user behavior and customer
service questions, or as many attendees have said after
experiencing Steve's dynamic training programs, "Here's what they
don't teach you in library school."
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