BEGIN:VCALENDAR VERSION:2.0 CALSCALE:GREGORIAN METHOD:PUBLISH PRODID://NEOL//211867 BEGIN:VEVENT DTSTAMP:20260424T020444 VTIMEZONE:America/New_York DTSTART:20210429T180000Z DTEND:20210429T193000Z UID:211867 SUMMARY:Dealing with Hostile and Potentially Dangerous Library Users' Behaviors LOCATION:Online, Via Zoom DESCRIPTION:Dealing with Hostile and Potentially Dangerous Library Users' Behaviors\n\n04/29/21 02:00 PM EST\n - 04/29/21 03:30 PM EST\Description:\nGood manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?\nThe awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).\n \nMake safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.\n \nLearning Objectives\n\n Ensure everyone on the staff knows what to do in emergencies\n Lower the drama of difficult encounters with library customers\n Develop consistent responses to challenging customer behavior\n\nPresenter:\n\nPat Wagner is a trainer and consultant with 40 years of experience working for libraries, universities, local government, non-profits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.\Details:\nWho should attend:  Anyone interested in dealing with hostile patrons\nCompetencies:  Customer Service and Patron Awareness\n\nNon-Member Cost:      $40\nNEO-RLS Bronze Member/\nNORWELD, SERLS, SWON Member Cost:  $24\nNEO-RLS Silver Member Cost:   FREE\nNEO-RLS Gold Member Cost:    FREE\n\nCan't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.\n\nThis event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.\n\nIt’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.\Location:\nOnline\nVia Zoom\n, X-ALT-DESC;FMTTYPE=text/html:Dealing with Hostile and Potentially Dangerous Library Users' Behaviors

04/29/21 02:00 PM EST - 04/29/21 03:30 PM EST
Description:
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or library visitors? Belligerent? Acting out because of drugs, alcohol, or other cognitive issues? Refusing to leave? Caught stealing or damaging property?
The awareness, attitude, and actions of library employees are the first defenses against customers who are AOA (Angry on Arrival).
 
Make safe practices a priority for front line staff. Planning, consistent enforcement of policies, training, support from supervisors and managers, and applied technology can work together to protect library employees, customers, vendors, and visitors as well as your workplace’s property.
 
Learning Objectives Presenter:

Pat Wagner is a trainer and consultant with 40 years of experience working for libraries, universities, local government, non-profits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.
Details:
Who should attend:  Anyone interested in dealing with hostile patrons
Competencies:  Customer Service and Patron Awareness

Non-Member Cost:      $40
NEO-RLS Bronze Member/
NORWELD, SERLS, SWON Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE

Can't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.

This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.

It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
Location:
Online
Via Zoom
, PRIORITY:3 TRANSP:TRANSPARENT BEGIN:VALARM TRIGGER:-PT5M ACTION:DISPLAY DESCRIPTION:Reminder END:VALARM END:VEVENT END:VCALENDAR