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Fall Workshops - Customer Service: De-escalation Techniques

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Continuing Education
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Fall Workshops 2020
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Tuesday, November 17, 2020 1:00 PM
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Tuesday, November 17, 2020 4:00 PM


The description of the event.

When tensions are high and both staff and patrons are encountering new rules and restrictions, there are ample opportunities for uncomfortable interactions in the library. The wide range of very strong opinions on how and what COVID related changes are in place certainly exacerbate the conditions that library staff are working under at this difficult time. This session will help librarians understand how conversations go awry and to learn practical ways to immediately address a tough patron conversation while keeping the library and library staff safe. The initial presentation will be recorded and posted to the MSL Vimeo Channel and available until 12/31/20, but the practice sessions utilizing role-plays will be live only, so the attendees can fully experience the value of the role-play model without being recorded.  Handout resources will include the role play scenarios for staff to use with the peers back at the library, so this session can be utilized as a “train-the-trainer” model so participants can offer the training to their peers.              

            Andrew Sanderbeck is the presenter of this session.  Andrew’s company, People Connect Institute was the sponsor of the popular webinar series offered to Montana librarians last Spring and early summer.  He is an expert trainer in understanding social interactions and using effective interventions to promote safety and clarity. Andrew has years of experience training the hospitality industry and with libraries, and has taught classes for Johnson and Wales University on maintaining a collaborative business culture. 

A portion of this session will be recorded and posted through the end of 2020 on the MSL Vimeo Channel. 

CE category: library services to the public



Online Only
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Additional Information

Continuing Education Credit(s)

Continuing Education Credits

3.0 creditsLibrary Services to the Public
Contact Position(s)


Flick, Joann - Staff (Montana State Library)

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