Dealing with Harassment from Customers 
@Fleming Island Branch 
Clay County Public Library (06/13/19)

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:

• Nonverbal and verbal elements of communication that can impact acrisis situation. 
• De-escalation strategies to use with internal and external customers.
• Setting limits with individuals who are verbally aggressive and noncompliant.
• The appropriate actions to take when you feel you are being harassed at work.
• Coping mechanisms to help maintain professionalism during confrontations.
• Ways to learn from crisis situations and improve future interactions.
• Two primary mechanisms for an environment free of harassment from any source.

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.