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.
Presentation that was presented at a Leavenworth Public Library staff meeting that relates to safety in the library from the point of view of library personnel.
Presentation that was presented at a Leavenworth Public Library staff meeting that relates to safety in the library from the point of view of library personnel.
Be a yardstick of quality. Some people aren't used to an environment where excellence is expected...Create that environment with your excellent etiquette.
History and Etymology
Business Etiquette
Be considerate of others
Treat others the way you want to be treated
Get to meetings and to work on time
Not making personal remarks
Not being overly familiar
Using handkerchiefs when you cough/sneeze
No mobiles to intrude on another’s space
Opening doors
Giving compliments
Fingers close together
Thumb extended
Straightforward hand
Palm up – submissive
Palm down – dominating
Palm perpendicular to ground – business-like
The ‘bone-crusher’
The ‘dead fish’
The Business Handshake
Dress For Successl & Etiquette Dinner University of North FloridaLenroy Jones
Business Etiquette Dinner and Dress for Success workshops that were presented to nearly 100 students and recent alumni at the University of North Florida in Jacksonville, Florida by Lenroy Jones. Mr. Jones was the Associate Director of Career Services and collaborated with the UNF Alumni Association on this program.
Etiquette is a sum total of your behaviour that demonstrates politeness, consideration, thoughtfulness, good manners and behaviour.
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How are you perceived by your peers, your leaders, and business partners throughout the organization? Participants in this class will learn how they can develop and enhance their business etiquette skills while improving their confidence in networking situations.
This PPT is based on Social and Workplace etiquette. Why we need these etiquette ? Importance of etiquette in day to day life. Different types of etiquette.
In an era of increasing unemployment rate and the opportunity small businesses have to provide solutions in the society, there is a need for young people to prepare themselves as professionals who have solutions to world problems.
Be a yardstick of quality. Some people aren't used to an environment where excellence is expected...Create that environment with your excellent etiquette.
History and Etymology
Business Etiquette
Be considerate of others
Treat others the way you want to be treated
Get to meetings and to work on time
Not making personal remarks
Not being overly familiar
Using handkerchiefs when you cough/sneeze
No mobiles to intrude on another’s space
Opening doors
Giving compliments
Fingers close together
Thumb extended
Straightforward hand
Palm up – submissive
Palm down – dominating
Palm perpendicular to ground – business-like
The ‘bone-crusher’
The ‘dead fish’
The Business Handshake
Dress For Successl & Etiquette Dinner University of North FloridaLenroy Jones
Business Etiquette Dinner and Dress for Success workshops that were presented to nearly 100 students and recent alumni at the University of North Florida in Jacksonville, Florida by Lenroy Jones. Mr. Jones was the Associate Director of Career Services and collaborated with the UNF Alumni Association on this program.
Etiquette is a sum total of your behaviour that demonstrates politeness, consideration, thoughtfulness, good manners and behaviour.
For more such innovative content on management studies, join WeSchool PGDM-DLP Program: http://bit.ly/DistanceLearningSldShr
Join us on Facebook: http://www.facebook.com/welearnindia
Follow us on Twitter: https://twitter.com/WeLearnIndia
Read our latest blog at: http://welearnindia.wordpress.com
Subscribe to our Slideshare Channel: http://www.slideshare.net/welingkarDLP
How are you perceived by your peers, your leaders, and business partners throughout the organization? Participants in this class will learn how they can develop and enhance their business etiquette skills while improving their confidence in networking situations.
This PPT is based on Social and Workplace etiquette. Why we need these etiquette ? Importance of etiquette in day to day life. Different types of etiquette.
In an era of increasing unemployment rate and the opportunity small businesses have to provide solutions in the society, there is a need for young people to prepare themselves as professionals who have solutions to world problems.
Dr. Ellen Wilson joined the University of Texas Southwestern Medical Center as an associate professor and practitioner in 2001. As a gynecology, reproductive endocrinology, and pediatric and adolescent gynecology specialist, Dr. Ellen Wilson has treated patients for an array of conditions, including fibroid tumors and endometriosis.
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While we readily guard against outside threats and enemies, the most dangerous risk tends to be a more insidious foe: our own poor behavior.
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at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...
Dealing with Difficult Patrons Workshop
1. DEALING WITH DIFFICULT PATRONS:
Safety & Security at Our Libraries
Dr. Steve Albrecht, PHR, CPP, BCC
San Diego, CA
(619) 990-2685
drsteve@drstevealbrecht.com
3. Our Motto
We can accept the person without
having to accept his or her
inappropriate behavior.
4.
5. 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?
6. What is the
“New” Workplace?
Entitled or angry patrons (who miss the “old” library).
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.
7. 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.
8. 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.
9. Tough Situations
Entitled, angry, threatening, or eccentric patrons.
Unruly children and teenagers (and 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.
10.
11. When Do I Do
What I Know I Should Do?
When it hurts our business.
When my intuition kicks in.
When other co-workers or patrons are afraid.
When other co-workers or patrons complain.
When I know I need to set limits and boundaries.
When it fails the “reasonable employee” test.
Be firm, fair, consistent, and assertive to deal with people
and protect yourself and your co-workers.
12. I’m probably overreacting. . .
I’ll stop it if he or she does “X”. . .
They’ll go away soon. . .
Maybe if I just wait her out. . .
It’s not really that bad. . .
It’s not my job to handle that. . .
I’m not a cop, psychologist, or a social worker. . .
Asking for help means I can’t do my job . . .
Don’t Rationalize
Irrational Behavior
13. Our Rules of Conduct
Smoking.
Soliciting for money.
Interfering with the safe use of the library.
Bikes or skateboards.
Theft or vandalism.
Misuse of restrooms.
Shirts and shoes.
Unattended children.
14. Our Rules of Conduct
Animals.
Sleeping.
Food and drink.
Electronic devices.
Hygiene.
Unattended belongings.
Blocking aisles and exits.
15. Our Security Plan
Prioritizing incidents by severity.
Do you have to be “in charge” to call the Police?
Spirit of the security plan versus letter of the plan?
The need for consistency of message.
16. Introduce / Ask / Explain
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 . . .”“I need to ask you to . . .”
17.
18. What is Workplace Violence?
As defined by the media:
“a disgruntled ex-employee with a gun.…”
For our purposes, it’s any incident that:
makes it hard for you to come to work, stay at
work, or do your work, because you are afraid;
threatens the safety of any employee or visitor.
causes damage to facility or personal property.
starts at home and crosses over to work.
19. 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.
20. Troubled or Troubling
Employees?
Angry?
Depressed?
“Injustice Collector”?
Substance abuse?
Bully or bullied?
Significant off-the-job problems?
Facing discipline or termination?
Talks of using violence or workplace violence cases?
Other people are concerned?
Hunter or Howler?
21. Safe and Secure Workplaces
If you see something, say something.
Make it a habit to scan your environment.
Think of possible scenarios.
Look for security weaknesses and security
equipment failures (doors, locks, lights).
Make sure all facility doors and windows are locked
at the end of the day.
22. Suspicious Activities
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.
23. Our Service Themes
Good service is about good feelings.
It’s more than just smiling or being friendly; it’s an attitude
that comes from wanting to help our patrons from the
moment they arrive.
Feelings are contagious.
Even if you do the same tasks over and over (and over), it’s
new to our patrons.
Word-of-mouth plays a huge part in our success.
24. Beating Burnout
Service jobs can be challenging. If you have high human
contact and low control over the work you do, it’s easy to
get or look bored, go home tired, or even quit.
Sometimes it can help to see yourself as an actor or an
actress in a play. Same performance for you; new
performance for our guests.
So give them a good
show each time.
25. Service Sins and Graces
Seven Sins and Seven Graces
1. Apathy
2. The Brush-off
3. Coldness
4. Condescension
5. Robotism
6. The Rulebook
7. The Runaround
1. Empathy
2. Attentive
3. Warmth
4. Respect
5. Engaging
6. Flexibility
7. Responsive
26. Keeping it Special
1. Greet each patron immediately or when passing by.
2. Give each patron you meet your complete attention.
3. Make the first 30 seconds count for our patrons.
4. Play your part to be real, not phony or bored.
5. Show your energy with sincere friendliness.
6. Be the patron’s problem-solver.
7. Use your common sense.
8. Bend the rules when the situation calls for it.
9. Make the last 30 seconds count for our patrons.
10. Take good care of yourself.
27.
28. Challenging “Customers”
Angry or entitled patrons
Vandals
Gang members
Mentally ill
Substance abusers
Internet hogs and weirdos
Thieves
Angry or entitled parents
Transients
Pedophiles and deviants
Obnoxious regulars
Non-English speakers
Teenagers
Unattached small children
Elderly or disabled
Co-workers with “issues”
29.
30. ““I’ve never had aI’ve never had a
problem with drugs.problem with drugs.
I’ve had problemsI’ve had problems
with the police.”with the police.”
Keith RichardsKeith Richards
The Rolling StonesThe Rolling Stones
36. 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.
37. 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.
38. What Not to Say:
Here’s What Usually Doesn’t
Work
“You need to calm down, sir!”
“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.”
39. 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 for my
supervisor if you’d like . . .”
40.
41. Safe Rooms and the
“Run, Hide, Fight” Response
Why?
Where?
Knowing the Outs:
Figure Out
Get Out
Hide Out
Keep Out
Spread Out
Take Out
42. Top Ten Tips
1. Trust your intuition.
2. Be “assertively polite.”
3. Try a lighter touch first.
4. Know when to change the ratios of
confrontation.
5. Stay in Condition Yellow around the public.
43. Top Ten Tips
6. Change your position; use
space and barriers.
7. Practice “If-Then” thinking.
8. Report every incident where you
or others felt afraid.
9. Work as a team.
10. Be a shepherd.
44. Be willing to do whatever it takes
to solve the patron’s problem,
safely and effectively.
Think on your feet at the same
time as you follow our policies.
Results, Not Just Rules
Editor's Notes
Blythe: Made font bigger and changed to Calibri to make it easier to read