Date: Thursday, October 20, 2022
Time: 2:00 PM – 3:30 PM
Place: Online at https://cdlc.libcal.com/calendar/cdlc-workshops/deescalation
Presenters: Bridget Farrell, University of Denver; Lindsay Gypin, University of North Carolina Greensboro
Cost: Free

People from all walks of life visit libraries for a variety of reasons. Unfortunately, sometimes their behaviors are inappropriate for the library setting. They might push boundaries, be passive aggressive, act irrationally, try to bully staff, etc. In this workshop we will discuss common difficult customer service scenarios particular to working in libraries and identify best practices for de-escalation.

Participants will use Zoom breakout rooms to practice identifying troubling behaviors and how to respond to them. This event will NOT be recorded. Pre-registration is required and space is limited.