As libraries are working on their re-opening plans, one of the questions that has come up is how staff can best de-escalate challenging situations that may arise. Dealing with challenging behavior or situations isn't new in libraries. Our new reality, though, is bringing new worries into the mix. While I don't have all the answers for you, I wanted to share some resources for you and your staff.
First, SCLS is hosting a webinar on June 11 from 10 - 11:30 a.m. called Compassionate Accountability: Dealing with Problem Behaviors in the Library. In this webinar, Emily Rogers and Karla Giraldez from Brown County Library, will explore ways that library staff can explain changes to library services and enforce existing and new guidelines. Register here! if you're not able to attend live, the webinar will be recorded. (Updated 7/31/2020 with link to the recording)
Next, all Wisconsin library staff - including SCLS - have access to Ryan Dowd's Librarian's Guide to Homelessness online training. The Core Training is especially helpful in working with all patrons, not only those who are experiencing homelessness. In addition to the Core Training, there are 8 additional one hour webinars on a variety of topics. If you have any trouble accessing the training, please contact Jean.
There are several recorded webinars that are about security, safety, and service in the library:
- Dealing with Challenging Patrons: Safety and Security in our Libraries (Wild Wisconsin 2017)- slides, recording
- Teaching Patrons to be Successful in the Library (Wild Wisconsin 2017) - slides, recording
- Hospitality in the Library (Wild Wisconsin 2016) - recording
- Defusing Tense Situations and Setting Effective Limits (WLA 2019 recorded presentation) - recording
And, finally, Reb Kilde with the IFLS Library System recently wrote a post called The Big Mask Ask: Can you really make anybody wear a mask? In addition to great information about using empathy to encourage compliance with library guidelines, she's created a couple of great posters to use in the library and includes instructions on how to make them yourself. Thanks Reb!
If you have other resources to share, let me know in the comments.