Tuesday, February 27, 2024 from 9:30 AM to 4:00 PM EST
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Catherine Schweinsberg Rood Central Library
308 Forrest Ave.
Cocoa, FL 32922

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The Challenging Patron Workshop: Library Security, Safety, and Service - Cocoa (02/27/24)

Library Security, Safety, and Service at the Moments of Truth

Please note
The description below was created for a previous version of this workshop. This current listing is a placeholder with some details that may change (location, start and end times, etc.). If any key information changes, NEFLIN will notify registrants. 

Ready for a live and lively workshop with one of the nation's leading experts on library safety and security? Dr. Steve Albrecht has trained thousands of library employees across the nation on handling challenging, entitled, eccentric, or even threatening patrons who may want to disrupt the library. You may have seen his recordings in our Niche Academy On-Demand offerings.

His popular program offers practical and realistic communication, service, and de-escalation tools which will make your facility a better, safer place to work. Enjoy Steve's real-life experiences as a 22-year library security consultant, mixed with his use of humor. Learn safety and security measures, personal protection methods, and how to activate your "high-risk" customer service skills.

Here's what Steve covers in this fast and empowering program:

  • Enforcing Our Code of Conduct: Knowing Dr. Steve's Essential Eight
  • Creative Customer Service Tools
  • Having "Crucial Conversations"
  • Dr. George Thompson's Verbal Judo: The L.E.A.P.S. Model
  • Our Ten Critical Core Service and Security Questions
  • Preventing Sexual Harassment of Staff by Patrons
  • Our List of 15 Challenging Patrons
  • Managing Homeless, Mentally Ill, or Substance Abusing Patron Behavior Issues
  • Using Space, Distance, and Proxemic Barriers
  • Setting Better Boundaries With Patrons
  • Safety and Security for Rural Library Locations
  • The Run-Hide-Fight Response to Active Shooters
  • Our Library Facility Security Plan
  • Safely Interacting with the Police
  • Challenging Patron Role Plays

Trainer: Dr. Steve Albrecht

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. 

Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment. He has written 25 books on business, security, and leadership topics. He lives in Springfield, Missouri, with six dogs and two cats. 

In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. His 2023 book, The Safe Library: Keeping Users, Staff, and Collections Securewas published by Rowman & Littlefield. Both are available from the NEFLIN Lending Library

Cost: NEFLIN classes are free of charge for Florida library staff. Registration is required for all classes and NEFLIN members get priority.

This project was funded either under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services or the Library Cooperative Grant program. Florida’s LSTA and LCG programs are administered by the Department of State’s Division of Library and Information Services. 

For FY2023-24, the total state and federal budgets for NEFLIN's programs are $694,693. 42% of the total costs ($294,693) are supported by federal funds, and 58% of this program ($400,000) is supported by state funds.