About this item
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 15-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, includingSpecific guidance for common situations, such as unruly teens, unwanted sexual advances, chronically homeless substance abusers, and moreThe elements of an effective Code of Conduct and how to enforce itTips on how to manage internet usage to minimize potential problemsHow to align with patrons and use language that defuses the conflictForming partnerships with service organizations, homeless shelters, mental health advocacy groups, and other community resourcesHow to know when it s time to call the police, plus ideas for increasing law enforcement supportWays to make the library more secure through changes to facilitiesThrough 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.
About the Author
Dr. Steve Albrecht is internationally known for his expertise in human resources and security issues. He is a keynote speaker, trainer, consultant, podcaster, and author. Since 1987, he has provided consulting and training programs in workplace violence and school violence prevention, sexual harassment prevention, substance abuse awareness, team conflict resolution, coaching skills, and stress management.In 1994, Dr. Albrecht co-wrote Ticking Bombs: Defusing Violence in the Workplace, one of the first business books on workplace violence. His 23 books include subjects on business, leadership, service, negotiation, training, security, firearms, and criminal justice. He can be reached at www.DrSteveAlbrecht.com
