[AL-Directors] Recorded Webinars: How to Deal With Problem Behaviors Related to COVID-19

[Darci Hanning]

Hello everyone,

During today's Directors' Virtual Meetup, the topic of how to work with our patrons (and co-workers) during COVID-19 came up, especially as libraries are finding ways to expand their current level of services.

I wanted to share with you that we have two recorded webinars on this topic with the caveat that neither of these are strong in the trauma-informed approach (we're working on making training on that topic available as well). These recordings are available to all staff, volunteers, board members, and Friends/Foundation members from all library types in Oregon.

Each of the webinars requires their own registration in order to access them, please see the details below:


1.    COVID: How to Deal With Problem Behaviors Related to COVID-19 presented by Ryan Dowd

This training supplements our Librarian's Guide to Homelessness which is a 3.5-hour asynchronous, online training (email darci.hanning at state.or.us<mailto:darci.hanning at state.or.us> for more information). In this COVID: How to Deal With Problem Behaviors Related to COVID-19 training we will discuss:

*         Five things your organization can do to prevent COVID-related behavior issues

*         A 3-Step Strategy for the three types of people who don't wear masks or social distance

*         Masks and the ADA

Upon completion of the training, your certificate will be available to save or print.

At the Homeless Training Institute, our mission is to train library staff members on how to compassionately and confidently manage problematic behavior from homeless, addicted, and mentally ill individuals.

Register here: https://www.surveymonkey.com/r/Reg4HomlessnessTraining (and select at least the first option, "I want access to the self-paced, online tutorial, 'Librarian's Guide to Homelessness' and recorded webinars by Dowd."

View here: https://my.nicheacademy.com/homelessnessoregonlibraries/course/18393



2.    De-Escalating Difficult COVID-19 Customer Behaviors presented by Andrew Sanderbeck

As organizations are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non-compliant, and even hostile can and will likely become an everyday occurrence.

How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.

In this interactive and informative program attendees will learn eight customer de-escalation tips and specific verbal intervention techniques including proven verbiage to use with customers that are violating your organization's code of conduct and endangering your employees' safety.

Areas of customer behaviors to be addressed in this webinar include:
*         Not wanting to wear a mask or not willing to socially distance
*         Verbally or physically threatening an employee or customer
*         Spitting on an employee or customer
*         Non-compliance and other unwanted behaviors
*         Wanting to argue and to "be right" that you are wrong

Register here: https://www.surveymonkey.com/r/OR-NicheAcademy

View here: https://my.nicheacademy.com/oregonstaff/course/17793

Additional learning resources on COVID-19 are available from our Continuing Education LibGuide<https://libguides.osl.state.or.us/conted/> / COVID-19 section<https://libguides.osl.state.or.us/conted/covid19> that contains both upcoming and recorded webinars.

Cheers,
Darci Hanning, MLIS
Public Library Consultant / CE Coordinator
Continuing Education Resources: https://libguides.osl.state.or.us/conted
darci.hanning at state.or.us<mailto:darci.hanning at state.or.us> | NEW NUMBER:  971-375-3491 | www.oregon.gov/library<https://www.oregon.gov/library>
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