Northeast Ohio Regional Library System

Empathy in Enforcement: 10 Rules for Handling Difficult Situations

Customer Service and Emergency Preparedness

Security Specialist and Library Trainer, Eddie Kristan, will present 10 concrete and actionable solutions to difficult patron interactions with the goal of providing empathetic service, keeping staff safe, and upholding the principles of librarianship.
 

Learning Outcomes:​

• Attendees will learn actionable recommendations for approaching, deescalating, and navigating difficult patron interactions
• Attendees will explore the difference between noncompliant and unsafe behavior for confident and informed responses
• Attendees will learn how to respond to aggressive or noncompliant behavior with calm confidence and accommodation without compromise ​

Presenter:

Eddie Kristan ran the Safety & Security Team at Warren-Newport Library in Gurnee, IL for 6 years before finishing graduate school and becoming a reference librarian and staff trainer in 2020. During his time as Head of Security, Eddie re-wrote procedure and advised on policy to turn a distrusted and counter-productive security team into a force of support and empathy for staff and the community. With the close help of Ryan Dowd (author of "A Librarian's Guide to Homelessness") and Warren Graham (author of "The Blackbelt Librarian"), Eddie was able to balance a need for confident enforcement of policy with a desperate need for trauma informed services and empathy in all things. He was named a Library Journal Mover & Shaker in the Community Builder group in 2020 and Herbert Goldhor Award Winner for Public Librarianship by the University of Illinois School of Information Sciences in 2021. 

7/14/2021

10:00 AM - 11:30 AM Eastern

Online via Zoom
UNITED STATES

Who should attend:  Anyone interested in handling difficult situations
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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7/14/2021

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