Clay County Public Library
Fleming Island Branch
1895 Town Center Blvd
Fleming Island, FL 32003
Have you ever felt harassed by the public, vendors, or consultants? Learn how to effectively respond to and minimize the impact of anxious, irrational, angry, rude people and defuse potentially dangerous behavior.
This interactive training features small group discussions and practical information on harassment prevention and correction, discussion and other effective tools to navigate tense situations. This workshop addresses what action employees should take when they feel they are being harassed by non-employees (patrons, vendors, contractors,consultants etc.) and gives the participants the skills to effectively respond to challenging behavior, and minimize the negative impact of hostile encounters.
Participants will learn and begin to master:
Trainer: Andrew Sanderbeck, People Connect Institute
Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.
Cost: NEFLIN classes are free of charge for Florida library staff. Registration is required for all classes and NEFLIN members get priority.