Dealing with Difficult Patrons

Dealing with Difficult Patrons
90-minute workshop with Steve Albrecht

Thursday, September 19
2:30pm Eastern|1:30 Central
12:30 Mountain|11:30am Pacific


In this workshop, library safety and security expert Albrecht will show you how you can deal with problem patrons effectively, efficiently, and without creating major disruptions. Library employees at all levels will learn strategies for dealing with such patrons and effectively diffusing challenging situations.

Workshop topics will include:
•Developing a security plan and consistent responses for all situations.
•Understanding the need for security thinking in the “new” library environment.
•How to more accurately define workplace violence, its perpetrators, and types of threats.

Dr. Steve Albrecht, PHR, CPP, BCC, is board certified in HR, security management, and employee coaching. In 1994, he co-wrote Ticking Bombs, one of the first business books on workplace violence. He holds a doctorate in Business Administration, an M.A. in Security Management, a B.S. in Psychology, and a B.A. in English.