New Jersey State Library Webinar with Andrew Sanderbeck

 

Preparing for CO-VID 19 Customer Behaviors 

 

Wednesday, July 8th from 2:00 – 3:00pm EST

The doors to your library will be re-opening soon. And when they do, you will quickly notice that the behaviors of your library patrons are going to be different. COVID-19 has caused people to face unprecedented levels of uncertainty and a deep desire for a place to go where there will be some sense of normalcy. Unfortunately, they are going to find that their library has changed too.

Whether it is enforcing new policies of masks and social distancing or dealing with more frequent situations of patron’s frustration, lack of patience and anger, now is the time to prepare and plan to protect your organization from escalated patron behaviors.

In this interactive and informative program attendees will:

• The four-step PAHO model for planning for customer behaviors to protect staff and minimize organizational stress

• Learn the need to build relationships with library stakeholders NOW

• Be given specific verbiage for staff members to use to set boundaries with patrons not following library policies

• Gain an understanding of the importance of creating “psychological security” in their libraries

• Receive an incident report template to use to document and measure patron behaviors and the effectiveness of organizational responses

 

This webinar is designed for Library Directors, Management and Librarians for Public Libraries in New Jersey.

 

Andrew Sanderbeck ~ Biography

Andrew has been developing and conducting training programs 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 a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed. 

 

Register in advance for this webinar:

https://us02web.zoom.us/webinar/register/WN_OS1zy39VQhaFCJuXMVAG1w

 

After registering, you will receive a confirmation email containing information about joining the webinar.

 

Michele Stricker
Deputy State Librarian for Lifelong Learning
New Jersey State Library
mstricker@PROTECTED