NEO-RLS: Dealing with Hostile and Potentially Dangerous Library Users’ Behaviors

Do you 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?

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.

This session, held on April 29th from 2-3:30pm ET, has the following learning objectives:

  • Ensure everyone on the staff knows what to do in emergencies
  • Lower the drama of difficult encounters with library customers
  • Develop consistent responses to challenging customer behavior

It will be presented by Pat Wagner, 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. She also is a frequent speaker at state and national conferences.

For more information, please go here.

iSchool students qualify for a free Gold membership in the Northeast Ohio Regional Library System. To sign up, go here.


Apr 29 2021


2:00 am - 3:30 pm

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