Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
Tools for Tense Situations with Angry Customers

Emergency Preparedness and Customer Service

In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:

  • What are the service challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
  • What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
  • How can library leaders, managers, and supervisors monitor the work culture for conflict, communication, and morale issues?
  • How do we respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow posted Covid-19 safety protocols?
  • How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
  • How about a little personal and professional stress management?
  • What does the future hold for library employees and what new ways can we provide service to patrons?

Dr. Steve Albrecht manages a training, coaching, and management consulting firm, using a dedicated and experienced team of subcontractor specialists. As a trainer, speaker, author, and consultant, Steve is internationally recognized for his expertise in high-risk HR issues.

He provides HR consulting, site security assessments, coaching, and training workshops in supervisory improvement, workplace violence prevention, harassment prevention, drug and alcohol awareness, team building and team conflict resolution, negotiation, and stress management.

Event Date:

Event Time:
2:00 PM - 3:30 PM Eastern

Online via Zoom

Contact Person:

Who should attend:  All Staff
Competencies:  Customer Service and Emergency Preparedness

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

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

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