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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."
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."
The traditional, adversarial approach to negotiating, taught in
books, seminars, and business courses all over the world, is a
reductive approach: each side seeks to gain as much as possible by
minimizing the value obtained by the other. If both parties are
"tough negotiators," they'll succeed at the second objective and
fail at the first. The result: minimum value for both sides. The
age-old rules are known; keep your "opponent" guessing; don't give
away too much information about yourself or your needs; negotiate
from a position of strength and force your "adversary" to negotiate
from weakness; use tricks and gimmicks to throw them off their
game. The legacy of tough negotiating is, just as often as not,
dissatisfaction, animosity, failed deals, broken agreements,
lawsuits, and even war. Had enough of the same old shoving matches
and head games? Now, try Added Value Negotiating, the breakthrough
five-step method pioneered by Dr. Karl Albrecht and Dr. Steve
Albrecht. AVN does not begin with the usual "offer and
counteroffer" procedure so commonly used in negotiating. The first
stage is an open and candid sharing of interests and objectives by
both parties. Once both parties have expressed their interests, the
method proceeds to the careful and thorough identification of the
possible elements of value that might be involved in meeting the
respective interests. This is where the "added value" component
comes in. The objective is to build as much value as possible into
the deal, not as little as possible. The AVN process then uses
various methods for "deal building," which is a cooperative process
of constructing several alternative "deal packages," each with a
different emphasis on various configurations of value. The concept
of multiple options is extremely important, because it replaces the
"push-pull" psychology of the offer and counter-offer procedure
with a cooperative search for mutually acceptable value. Provide a
copy of "Added Value Negotiating" to every executive, manager, and
professional person in your organization.
Library work is really all about people. And the inclusive,
welcoming nature of the library means that all kinds of people pass
through its doors. Not all difficult patrons are dangerous, but
some frighten staff and other library users, which can lead to
situations that are distracting, troubling, and fraught with
liability. For more than a decade, Albrecht, a 16-year police
veteran, has presented workshops for libraries on dealing with
challenging patrons. His no-nonsense advice will empower library
staff in their personal security and give them the tools to
confidently communicate with their colleagues, patrons, and members
of law enforcement regarding inappropriate behavior. In this book
he addresses security issues important to all libraries, including:
Specific guidance for common situations, such as unruly teens,
unwanted sexual advances, chronically homeless substance abusers,
and more The elements of an effective Code of Conduct and how to
enforce it Tips on how to manage internet usage to minimize
potential problems How to align with patrons and use language that
defuses the conflict Forming partnerships with service
organizations, homeless shelters, mental health advocacy groups,
and other community resources How to know when it's time to call
the police, plus ideas for increasing law enforcement support Ways
to make the library more secure through changes to facilities
Through the methods outlined in this book, Albrecht demonstrates
that effective communication not only makes library users feel more
comfortable but also increases staff morale, ensuring the library
is place where everyone feels welcome.
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