The document provides guidance on dealing with challenging patrons and maintaining safety and security at libraries. It discusses keys to library security like vigilant supervision, regularly assessing security, and updated policies. It emphasizes that everyone, including employees, supervisors, department heads, elected officials, and patrons, shares responsibility for safety and security. The document also provides tips for handling difficult situations like entitled, angry, or threatening patrons as well as those experiencing homelessness, mental illness, or substance abuse issues.
How to Respond to a Security Incident in Your Library (May 2020)ALAeLearningSolutions
The document provides guidance on responding to security incidents at libraries. It discusses developing plans and policies for staff and patron safety, as well as facility safety. Common security-related incidents that libraries may face are outlined, such as unruly patrons, domestic violence situations, homeless individuals, and medical emergencies. The document emphasizes preparing for incidents through training, having contact with law enforcement, and focusing on de-escalation and solutions rather than just rules when responding to issues.
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This document provides guidance on how to respond to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document recommends consistently enforcing rules of conduct, posting them prominently, cultivating law enforcement support, de-escalating conflicts, and knowing when to involve authorities.
This document provides guidance for library staff on safely dealing with difficult patrons. It emphasizes that every employee is responsible for safety and security. Key recommendations include trusting your intuition, using assertive communication techniques, knowing when to involve law enforcement, and prioritizing results over strictly following rules if it means better serving patrons while maintaining safety.
How to Respond to a Security Incident in Your Library: July 2018ALATechSource
This document provides guidance for responding to security incidents at libraries. It discusses establishing clear codes of conduct, developing verbal de-escalation skills, partnering with social services and law enforcement, and protocols for handling typical incidents involving disruptive, homeless, mentally ill, or criminal patrons. It emphasizes training staff to safely manage conflicts through respectful communication and enforcing policies consistently for all patrons.
This document discusses confronting issues related to harassment and culture in the workplace. It begins by noting statistics that the number of harassment charges filed has not decreased since 2010 despite decades of corporate anti-harassment training. It then examines factors that contribute to harassing behaviors and discusses moving beyond legal compliance to confront the root causes and cultural environment that enable harassment. The document advocates developing emotional intelligence to prevent harassing conduct and outlines strategies for embracing challenges to improve hiring and employee development.
This document discusses managing boundaries and relationships in counseling. It addresses issues like multiple relationships between counselors and clients, receiving gifts from clients, and socializing with current or former clients. The document emphasizes that sexual relationships with clients are never acceptable but considers debates around other boundary issues like occasional social contact or accepting small gifts. It also references related ethics codes on roles and relationships with clients, exploitation, supervision relationships, and roles of counselor educators.
The document discusses the six core ethical values that form the foundation of the CHARACTER COUNTS! Youth-ethics initiative: trustworthiness, respect, responsibility, fairness, caring, and citizenship. It provides descriptions and examples for each value to explain what it means to act with integrity according to these principles. Trustworthiness involves being honest, reliable, and having integrity. Respect means treating others with dignity. Responsibility means being accountable for one's actions and choices. Fairness involves impartiality, equality, and justice.
Ethics in the Workplace is the single most important attribute which leads to Sustainable Development.The Process of taking Ethical Decisions is very crucial in this context.
How to Respond to a Security Incident in Your Library (May 2020)ALAeLearningSolutions
The document provides guidance on responding to security incidents at libraries. It discusses developing plans and policies for staff and patron safety, as well as facility safety. Common security-related incidents that libraries may face are outlined, such as unruly patrons, domestic violence situations, homeless individuals, and medical emergencies. The document emphasizes preparing for incidents through training, having contact with law enforcement, and focusing on de-escalation and solutions rather than just rules when responding to issues.
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This document provides guidance on how to respond to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document recommends consistently enforcing rules of conduct, posting them prominently, cultivating law enforcement support, de-escalating conflicts, and knowing when to involve authorities.
This document provides guidance for library staff on safely dealing with difficult patrons. It emphasizes that every employee is responsible for safety and security. Key recommendations include trusting your intuition, using assertive communication techniques, knowing when to involve law enforcement, and prioritizing results over strictly following rules if it means better serving patrons while maintaining safety.
How to Respond to a Security Incident in Your Library: July 2018ALATechSource
This document provides guidance for responding to security incidents at libraries. It discusses establishing clear codes of conduct, developing verbal de-escalation skills, partnering with social services and law enforcement, and protocols for handling typical incidents involving disruptive, homeless, mentally ill, or criminal patrons. It emphasizes training staff to safely manage conflicts through respectful communication and enforcing policies consistently for all patrons.
This document discusses confronting issues related to harassment and culture in the workplace. It begins by noting statistics that the number of harassment charges filed has not decreased since 2010 despite decades of corporate anti-harassment training. It then examines factors that contribute to harassing behaviors and discusses moving beyond legal compliance to confront the root causes and cultural environment that enable harassment. The document advocates developing emotional intelligence to prevent harassing conduct and outlines strategies for embracing challenges to improve hiring and employee development.
This document discusses managing boundaries and relationships in counseling. It addresses issues like multiple relationships between counselors and clients, receiving gifts from clients, and socializing with current or former clients. The document emphasizes that sexual relationships with clients are never acceptable but considers debates around other boundary issues like occasional social contact or accepting small gifts. It also references related ethics codes on roles and relationships with clients, exploitation, supervision relationships, and roles of counselor educators.
The document discusses the six core ethical values that form the foundation of the CHARACTER COUNTS! Youth-ethics initiative: trustworthiness, respect, responsibility, fairness, caring, and citizenship. It provides descriptions and examples for each value to explain what it means to act with integrity according to these principles. Trustworthiness involves being honest, reliable, and having integrity. Respect means treating others with dignity. Responsibility means being accountable for one's actions and choices. Fairness involves impartiality, equality, and justice.
Ethics in the Workplace is the single most important attribute which leads to Sustainable Development.The Process of taking Ethical Decisions is very crucial in this context.
How to Respond to a Security Incident in Your Library: August 2017ALATechSource
This document provides guidance on responding to security incidents in libraries. It discusses the importance of having vigilant staff, regularly assessing security, clear conduct policies, and relationships with law enforcement. Common security issues involve challenging patrons such as those who are angry, homeless, mentally ill, gang members, or violating rules. The document provides tips on de-escalating situations through active listening, empathy, questioning, paraphrasing, and seeking solutions. It also discusses handling domestic violence, boundary issues, and substance abusers that occur in libraries.
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This document provides guidance on responding to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document recommends establishing clear codes of conduct, training staff on introduction and de-escalation techniques, cultivating law enforcement support, and following top tips like trusting intuition and working as a team.
Albrecht Workshop: How to Respond to a Security Incident at Your LibraryALATechSource
This document provides guidance on how to respond to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document recommends consistently enforcing rules of conduct, posting them prominently, cultivating law enforcement support, de-escalating conflicts, and knowing when to involve authorities.
Albrecht Workshop: How to Respond to a Security Incident at Your LibraryALATechSource
This document provides guidance on how to respond to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document recommends consistently enforcing rules of conduct, posting them visibly, cultivating law enforcement support, de-escalating conflicts, and following safety procedures during emergencies.
How to Respond to a Security Incident at Your LibraryALATechSource
This document provides guidance on how to respond to security incidents at libraries. It discusses typical security-related incidents like unruly patrons, domestic violence situations, homeless individuals, and rule violators. It also covers typical emergency situations such as medical emergencies, fires, earthquakes, and flooding. The document emphasizes establishing clear rules of conduct, training staff on security procedures, collaborating with law enforcement, and trusting one's intuition when dealing with challenging situations.
How to Respond to a Security Incident in Your Library - Jan. 2017ALATechSource
This document provides guidance on responding to security incidents at libraries. It discusses establishing clear codes of conduct, dealing with challenging patrons respectfully through active listening and empathy, maintaining good relationships with law enforcement for support during incidents, and preparing for emergencies like active shooters, medical issues, fires or natural disasters. The key recommendations are having well-communicated conduct policies, defusing tensions with patrons respectfully, and being prepared to respond to various security and emergency situations through training and coordination with outside agencies.
This document provides guidance for library staff on dealing with challenging patrons. It discusses communication tools and skills for addressing patron behaviors, enforcing codes of conduct, and managing common issues like harassment, stalking, disruptive behaviors, and those related to homelessness, mental illness, or substance abuse. The document emphasizes empathy, clear explanations of rules, validating patrons' feelings while not justifying bad behaviors, and removing or banning patrons when necessary for safety. It also suggests partnering with social services and law enforcement for support.
This document provides guidance for library staff on safely dealing with difficult patrons. It emphasizes that every employee is responsible for safety and security. Key recommendations include trusting your intuition, using assertive communication techniques, knowing when to involve law enforcement, and prioritizing results over strictly following rules if it means better serving patrons while maintaining safety.
Dealing with Difficult Patrons WorkshopALATechSource
This document provides guidance for library staff on safely dealing with difficult patrons. It emphasizes that every employee is responsible for safety and security. Key recommendations include trusting your intuition, using assertive communication techniques, knowing when to involve law enforcement, and prioritizing results over strictly following rules if it means better serving patrons while maintaining safety.
This document provides an overview of a presentation on ethics given by Catherine McAlpine, Ph.D., LCSW-C. The presentation covers topics like the types of support offered by paraprofessionals, maintaining appropriate boundaries, dual relationships, and laws/regulations around confidentiality, privacy and informed consent. Key points emphasized include avoiding conflicts of interest, maintaining power equality in relationships, obtaining proper consent, and understanding codes of conduct to ensure fair treatment of employees and clients.
This document provides an overview of active shooter training for library employees presented by Dr. Steve Albrecht. It discusses the need for such training given the "new" stressful environment libraries face with patrons experiencing mental illness and substance abuse issues. The training teaches employees to change their behavior under stress using concepts of "run, hide, fight" and emphasizes the importance of preparation and muscle memory during live threatening incidents. It provides guidance on assessing threatening behaviors, partnering with law enforcement, conducting drills, and addressing staff concerns in the aftermath of traumatic events.
OBJECTIVES
To articulate your philosophy of practice
Review Duty to Warn, Duty to Protect & Privilege Communication
Explore Ethics in Todays world-Opioid Crisis - Me Too- Legalization of Marijuana - Medication Assisted Treatment
Explain, Describe & Differentiate Digital Policies and Ethics for Licensed Clinicians
View Social Media & Advertising in Digital Age
Evaluate Tele Psychology
Examine The Emergence of Open Notes as an Ethical Issue
This document discusses child trafficking and provides information to help end it. It begins with true/false questions about trafficking statistics. Several signs of potential trafficking victims and situations teachers and students may encounter are described. Suggested actions include educating children, being aware of recruitment tactics, and reporting suspicious signs to authorities. Ending trafficking requires a collaborative effort through organizations, stronger laws, and providing support to vulnerable families.
This document discusses child trafficking and provides information to help end it. It begins with true/false questions about trafficking statistics. Several signs of potential trafficking victims and situations teachers and students may encounter are described. Suggested actions include educating children, being aware of recruitment tactics, and reporting suspicious signs to authorities. Ending trafficking requires a collaborative effort through organizations, stronger laws, and providing support to vulnerable families.
Safeguarding Children with Autism by Wade TidburyWade Tidbury
This document provides a guide for safeguarding children with autism. It discusses that children with disabilities like autism are more vulnerable to abuse due to difficulties communicating and dependence on others for care. Signs of abuse can also be confused with traits of autism. The document emphasizes the importance of being vigilant for any changes in behavior and considering the child's perspective when there are concerns about their safety or welfare. Frontline practitioners should discuss any concerns with a designated safeguarding officer.
Safeguarding Children with Autism by Wade TidburyWade Tidbury
This document provides guidance for professionals on safeguarding children with autism. It discusses how children with autism are more vulnerable to abuse due to difficulties communicating and understanding social cues. The document outlines the signs of different types of abuse and emphasizes the importance of being vigilant, as autism traits can be confused with abuse indicators. It provides advice on procedures for responding to concerns and investigating possible abuse of children with autism.
These PowerPoint presentations are intended for use by crime prevention practitioners who bring their experience and expertise to each topic. The presentations are not intended for public use or by individuals with no training or expertise in crime prevention. Each presentation is intended to educate, increase awareness, and teach prevention strategies. Presenters must discern whether their audiences require a more basic or advanced level of information.
NCPC welcomes your input and would like your assistance in tracking the use of these topical presentations. Please email NCPC at trainings@ncpc.org with information about when and how the presentations were used. If you like, we will also place you in a database to receive updates of the PowerPoint presentations and additional training information. We encourage you to visit www.ncpc.org to find additional information on these topics. We also invite you to send in your own trainer notes, handouts, pictures, and anecdotes to share with others on www.ncpc.org.
This document from the Indiana State Library's Professional Development Office provides guidance for library staff on dealing with difficult patrons. It discusses that patrons and their experiences are different, and while some feel all should have access, disruptive patrons should not be allowed to take over the library environment. When dealing with difficult patrons, staff are advised to remain calm, courteous, and respectful and to avoid becoming defensive, angry, or touching patrons. The document also provides examples of difficult patron types and suggestions for policies, training, communication, and maintaining professionalism when conflicts arise.
Liven Up Baby and Toddler Storytimes with Sign Language (March 2019)ALATechSource
This document discusses using sign language in baby and toddler storytimes. It recommends choosing a few signs to use consistently in programs to stimulate language development and communication. Tips are provided on learning signs from various resources and practicing their introduction and use within storytime activities. Expanding sign language use can engage more participants, including those with special needs.
Dealing with Mental Health on the Front Lines: Part 1ALATechSource
This document discusses mental health issues and resources for dealing with them. Some key points:
- About 1 in 5 U.S. adults experience mental illness each year, with the most common being anxiety disorders, depression, substance abuse, bipolar disorder, and eating disorders.
- However, 60% of Americans with mental illness receive no treatment, resulting in lost productivity costing $105 billion annually.
- Groups more likely to experience issues include women, non-managers, and non-profits, while groups less likely are older adults, children, homeless/poor, first responders, and military.
- Reasons for not seeking treatment include stigma, lack of awareness, denial, and lack of resources.
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ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
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1. Dealing with Challenging Patrons:
Safety and Security at Our Library
Dr. Steve Albrecht, PHR, CPP, BCC, CTM
866-261-5150
drsteve@drstevealbrecht.com
2. What is the
“New” Workplace?
Entitled or angry patrons (who miss the “old” library).
Frustrated patrons who don’t know or ignore our rules.
Uncertain times, more stress, less money, for all.
Employees who must do more, with less, and faster than
ever before.
Our “72 / 7” world mirrors their world.
3. Keys to Library Security
Vigilant supervisors and employees (and patrons).
Regularly assessing facility security.
Updated Codes of Conduct and relevant security policies
and procedures.
The use of Security Incident Reports.
Liaison relationships with law enforcement.
(* Repeat forever)
4. Who is Responsible for Safety
and Security Here?
Every employee.
Every supervisor.
Every department head.
Even our elected officials.
Not just our law enforcement partners.
Our patrons too.
We all share in these responsibilities.
5. Your Secrets to a Safe Workplace
Self-Protection: You can’t take care of others if
you’re not safe from harm.
Stress and Anger Management: You can’t take
care of others or yourself if you’re losing it.
Working Smart: Know what to say, what to do,
when to stay or go, who to call, and how to get help.
6. Some Themes . . .
Profiles or behaviors?
Peace or justice?
What should asking for help mean?
Chain of command or not?
How do we align with patrons?
If there are no consequences . . .
Acting skills . . .
Do your job or do your job safely?
If it’s measured, it can be managed.
7. Tough Situations
Entitled, angry, threatening, or eccentric patrons.
Unruly children and teenagers.
Service animals versus comfort animals
Stalking behaviors by patrons.
Domestic violence comes to the library.
No security and missing police.
Door dashers, gate crashers, and thieves.
The homeless and the mentally ill.
Criminals, substance abusers, gang members.
Internet hogs and Internet creeps.
Stinkers, talkers, smokers, bathers, eaters, and sleepers.
8. The Need for Rules of Conduct:
Business Impact
Smoking (E-cigarettes? Vaping? Marijuana?).
Soliciting for money.
Religious accommodations.
Interfering with the safe use of the library.
Misusing the Internet.
Bikes or skateboards.
Theft or vandalism.
Misuse of restrooms.
Shirts and shoes?
9. The Need For Rules of Conduct:
Business Impact
Unattended children.
Sleeping.
Food and drink.
Electronic devices – use or noise; thumb drives?.
Hygiene.
Unattended belongings.
Blocking aisles and exits.
10. Code of Conduct
In my Perfect Library World, your facility would post the
Code of Conduct in many visible locations, in poster-sized
versions.
Putting the Code of Conduct on a clipboard behind the
Circulation Desk or only on your web site, is not enough.
Code of Conduct language needs to be written positively,
and in plain English, not legalese.
11. Homeless, Mental Health, Social Services
Support
In my Perfect Library World, we can working partnerships with
public and private advocacy groups that specialize in dealing with
your most challenging patrons:
County Behavioral Health Services / Hospitals or Clinics
County Social Services
Substance abuse treatment facilities
Adult and Child Protective Services
Faith-based and grant-funded homeless outreach
12. Law Enforcement Support: ATM
In my Perfect Library World, a police officer or sheriff’s deputy
would visit your facility nearly every day, at different times.
Have staff put the Dispatch numbers into their cell phones.
Have your Director(s) call the Watch Commander and ask for
regular or extra patrols.
Create a hangout environment for the officers or deputies.
Write Security Incident Reports with victim, suspect, witness
information.
13. Introduce / Explain / Ask
Introduce yourself. Try to get the person’s name.
Explain:
“I noticed that . . . “
“The reason I’m here is . . .”
“I’m sure you already know this, but . . .”
Ask: “I need to ask you to . . .”
14. Typical Security-Related Incidents
Angry, challenging, threatening, or eccentric patrons.
Entitled, difficult, not always willing to listen or comply.
Use venting and validation.
Consider the best service “alignment.”
Use space and distance – arm’s length plus.
Use proxemic barriers if your safety is at risk.
Change the ratios of confrontation: get help.
“I can’t help you if you yell at me or threaten me.”
Call the police or use code words to alert a colleague.
15. Typical Security-Related Incidents
Unruly younger kids, difficult teenagers, with or without
their parents.
Not always great at following The Rules.
“You can’t do that if you want to stay here.”
Separate groups of teenagers; talk to one.
Tactful conversations with the parent(s).
Age / race / gender alignment with staff?
Peer pressure and hyper-embarrassment issues?
Firm, fair, consistent; enforce consequences daily.
Patience versus “business impact.”
16. Typical Security-Related Incidents
Patrons with personal or sexual boundary problems with
patrons or staff.
Inappropriate conversations, flirting, unwanted attention.
Using the Internet to cyberstalk or stalk patrons or staff.
Patrons who make physical or sexual contact with staff or
patrons. Illegal sexual behavior is a sign of escalation.
Pedophiles: Trust your intuition and call the police.
17. Typical Security-Related Incidents
Domestic violence involving patrons or staff.
Victims or perpetrators who come to the library.
Staff members with domestic violence issues that
crossover from home to work.
Child custody issues? The library as neutral territory?
EAP referrals? Creative HR responses? Location change?
DV advocates, social services, police intervention.
18. Typical Security-Related Incidents
Chronically homeless.
People with “poly-problems”: mental illness, substance
abuse, poor social skills.
People who bring their pets, worldly goods, bags (and bags
and bags), children, and friends.
Use space and distance and humane treatment. Set early
boundaries. Meet with the group leaders. Ask for their help.
Meet regularly with homeless advocacy groups and agencies.
Don’t take “We can’t do much” for an answer.
19. Typical Security-Related Incidents
Mentally ill people.
Undiagnosed, under-treated, under-medicated, wrongly-
medicated, self-medicated.
Fearful, angry, confused, aggressive, delusional, psychotic.
Know the three-type criteria and get help from social
services and police.
Consider restraining orders for the chronically problematic.
20. Typical Security-Related Incidents
Gang members.
Not just kids who sag their pants or wear hats sideways,
but gangsters, who belong to a criminal organization.
High degree of hypersensitivity to being slighted, especially
in front of their pals and their girls.
Remove tagged material and get graffiti repaired. Watch
for vandalism, drug sales, intimidation, recruiting.
Call police and local groups related to gang suppression.
21. Typical Security-Related Incidents
Substance abusers.
Some people can handle their goodies; some cannot. It is
illegal to be high on drugs or alcohol and not in control.
Alcohol users and drug users are erratic. Opiate and
cannabis drug users tend to be more mellow (tiny pupils).
Stimulant drug users are highly-problematic (huge pupils).
Ask them to leave. Use space and distance.
Call the police.
22. Typical Security-Related Incidents
Internet misusers.
Hogs or oddballs? Time-wasting or porn? Business impact?
Remind them of your policies each time, including personal
device use policies.
Use the power of filters, time limiters, separation, and
careful peer pressure.
23. Typical Security-Related Incidents
Rule violators: entitled, ignorers, thieves, kid-leavers.
“I pay your salary. I want to speak to your supervisor. I’ve
been coming here since before you were born. I know the
Mayor. You can’t tell me what to do.”
Oblivious or intentionally disregards rules and policies.
Watch for theft and shoplift behaviors. Check eBay,
Craigslist, and other sites for stolen materials. Make police
reports and ask for investigative follow-ups.
Recognize abandoned kids and be a mandated reporter.
25. Perpetrators of Workplace
Violence per OSHA
Type 1: Criminals.
Type 2: Taxpayers, customers, students,
patients, passengers, vendors, etc.
Type 3: Current or former employees.
Type 4: Current or former spouse/partner
of an employee.
26. Suspicious Activities:
See Something? Say Something!
Look for people:
loitering in unauthorized or restricted areas;
not wearing ID, uniforms, or safety gear;
who act like they are lost;
who seem too interested in our employees;
who scare others with threatening or irrational behavior;
who leave quickly after abandoning a package;
taking photos or videos;
who seem too interested in our activities;
who seem like “vendors,” but are in the wrong place;
who leave cars in odd locations, or overloaded cars.
27. The “Active Shooter or
Armed Attacker” Response
Knowing the Outs:
Where?
Run (Get Out, Evacuate)
Hide (Lock Out, Barricade)
Keep Out
Spread Out
Fight (Take Out, Protect)
Cover vs. Concealment?
A 15-minute Drill
28. Filmed July 2012,
just two weeks
before the Aurora,
CO movie theater
shootings that left
12 dead.
A joint
project with
DHS and the
City of
Houston, TX.
Nearly 31 million views
on YouTube.
29. Face-to-Face or Over-the-Counter
Assess people. Read the body
language signs of anger versus
cooperation.
Think about past encounters.
Move closer to build rapport.
Stay back if they are angry.
Use space and distance and
proxemic barriers.
Practice venting and validation.
Use physical movement and the
Assertive Whisper.
30. Telephone Skills
Over the phone, body language is
missing, so tone is all we have.
Neutral, friendly, polite.
Get permission to put them on hold.
Get a callback number.
Under-promise and over-perform.
Set boundaries for their bad
behavior.
31. Phrases That Don’t Work
“You need to calm down.”
“That’s not our policy.”
“What you need to understand is . . .”
“I can’t help you. I don’t know who can.”
“I’m going on my break. You’ll have to call or
come back later.”
“You didn’t read the instructions or directions.”
32. Phrases That Don’t Work
“You need to come here, go over there, or wait
over there.”
“That’s just our policy. It’s against our policy.”
“You wouldn’t understand . . . ”
“It’s none of your business why . . .”
“What do you want me to do about it?”
“I’m not going to tell you again or explain it again.”
“Why can’t you be reasonable?“
33. Phrases That May Work
“You can’t do that if you want to stay here . . .”
“I can see you’re upset . . .”
“I’m sorry. . .”
“I’m not trying to make you mad. . . ”
“You could be right . . .”
“It’s not me, it’s the computer . . .”
“Please help me do my job for you. . .”
“I can take your name and cell number . . .”
“I can get my supervisor if you’d like . . .”
“Our insurance won’t allow that . . .”
34. George Thompson’s
Verbal Judo:
The L.E.A.P.S.™ Model
Listen actively: Introduce yourself; get his or
her name if possible.
Empathize: “I can see you’re upset . . .”
Ask questions: “What can I do . . .?
Paraphrase: “If I hear you, you said . . .”
Seek solutions: “Why don’t we . . .?” or “What
if you and I go over and . . .?”
35. Typical Emergency Situations
Medical or first-aid situations.
Major events: A B C – Airway – Breathing – Circulation
Heart attacks, strokes, choking, serious cuts, compound
breaks from falls.
Update all first-aid kits, CPR classes, AED classes.
Don’t assume people know or someone has called 911.
Document all incidents and near-misses.
36. Typical Emergency Situations
Fires.
Update your floor warden procedures.
Monitor for early-warning signs: wiring, chemicals, brush
fires in the city.
Pull the alarms and yell for help and to get staff and patron
attention.
Evacuate all staff and patrons through the best exits.
38. Typical Emergency Situations
Gas leaks or chemical spills.
Follow your nose.
Evacuate and call 911.
Follow instructions.
Assess for medical issues or claims.
39. Typical Emergency Situations
Tornadoes, weather incidents.
Follow the weather updates carefully.
Know and follow your shelter-in-place and evacuation
procedures.
Make good decisions as to whether to close the facility.
40. Typical Emergency Situations
Flooding – plumbing or natural.
Old pipes + system stress = big problems
Pay attention to early-warning signs.
Monitor the weather.
Follow first-responder advice.
41. Closing Themes
We can’t pick our customers, but we can enforce our policies
and create safe and secure culture.
Every employee is in charge of safety and security.
Certain employees align with certain patrons better than their
colleagues. Encourage “acting skills” on the floor.
Train employees in “high-risk” customer service skills (a/k/a
“Verbal Judo”), face-to-face, and over the phone.
Use role-plays during staff meetings to create better responses
to common security situations.
42. Closing Themes
Always assess the Business Impact.
Update and post your Code of Conduct.
Stay firm, fair, consistent, and assertive.
Change your vocabulary about patrons from “difficult” to
“challenging.”
Create on-going working relationships with police, mental health,
homeless, social services, and security agencies in the public and
private sector.
43. Closing Themes
Develop creative answers to common patron questions, behavior
problems, or complaints.
Document new, on-going, or chronic problems with Security
Incident Reports.
Use more civil stay-away orders, both verbal and served.
Try a lighter touch first; you can always get tougher.
Have courage.
44. Dealing with Challenging Patrons:
Safety and Security at Our Library
Dr. Steve Albrecht, PHR, CPP, BCC, CTM
866-261-5150
drsteve@drstevealbrecht.com