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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Hello everyone,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Each of the webinars requires their own registration in order to access them, please see the details below:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span style="font-family:"Arial",sans-serif;color:#1F4E79"><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><b><span style="font-family:"Arial",sans-serif;color:#1F4E79">COVID: How to Deal With Problem Behaviors Related to COVID-19 presented by Ryan Dowd</span></b><span style="font-family:"Arial",sans-serif;color:#1F4E79"><br>
<br>
This training supplements our Librarian's Guide to Homelessness which is a 3.5-hour asynchronous, online training (email
<a href="mailto:darci.hanning@state.or.us">darci.hanning@state.or.us</a> for more information). In this
<i>COVID: How to Deal With Problem Behaviors Related to COVID-19</i> training we will discuss:<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo4">
<![if !supportLists]><span style="font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Five things your organization can do to prevent COVID-related behavior issues<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo4">
<![if !supportLists]><span style="font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">A 3-Step Strategy for the three types of people who don't wear masks or social distance<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo4">
<![if !supportLists]><span style="font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Masks and the ADA<br>
<br>
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Upon completion of the training, your certificate will be available to save or print.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">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.<br>
<br>
<b>Register here</b>: <a href="https://www.surveymonkey.com/r/Reg4HomlessnessTraining">
https://www.surveymonkey.com/r/Reg4HomlessnessTraining</a> (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.”<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><b><span style="font-family:"Arial",sans-serif;color:#1F4E79">View here</span></b><span style="font-family:"Arial",sans-serif;color:#1F4E79">:
<a href="https://my.nicheacademy.com/homelessnessoregonlibraries/course/18393">https://my.nicheacademy.com/homelessnessoregonlibraries/course/18393</a>
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><b><span style="font-family:"Arial",sans-serif;color:#1F4E79"><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span></span></b><![endif]><b><span style="font-family:"Arial",sans-serif;color:#1F4E79">De-Escalating Difficult COVID-19 Customer Behaviors presented by Andrew Sanderbeck<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">As organizations are reopening, they are finding customers that are looking for a <i>new audience</i> 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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">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.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"> <o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Areas of customer behaviors to be addressed in this webinar include:<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo6">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Not wanting to wear a mask or not willing to socially distance<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo6">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Verbally or physically threatening an employee or customer<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo6">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Spitting on an employee or customer<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo6">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Non-compliance and other unwanted behaviors<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo6">
<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#1F4E79"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="font-family:"Arial",sans-serif;color:#1F4E79">Wanting to argue and to “be right” that you are wrong<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><b><span style="font-family:"Arial",sans-serif;color:#1F4E79">Register here</span></b><span style="font-family:"Arial",sans-serif;color:#1F4E79">:
<a href="https://www.surveymonkey.com/r/OR-NicheAcademy">https://www.surveymonkey.com/r/OR-NicheAcademy</a>
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in"><b><span style="font-family:"Arial",sans-serif;color:#1F4E79">View here</span></b><span style="font-family:"Arial",sans-serif;color:#1F4E79">:
<a href="https://my.nicheacademy.com/oregonstaff/course/17793">https://my.nicheacademy.com/oregonstaff/course/17793</a>
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Additional learning resources on COVID-19 are available from our
<a href="https://libguides.osl.state.or.us/conted/">Continuing Education LibGuide</a> /
<a href="https://libguides.osl.state.or.us/conted/covid19">COVID-19 section</a> that contains both upcoming and recorded webinars.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F4E79">Cheers,<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:3.0pt"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif;color:black">Darci Hanning, MLIS<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:3.0pt;line-height:115%"><b><span style="color:#1F4E79">Public Library Consultant / CE Coordinator<br>
</span></b><b><span style="line-height:115%;color:#2E74B5">Continuing Education Resources:
</span></b><a href="https://libguides.osl.state.or.us/conted"><b><span style="line-height:115%;color:#0563C1">https://libguides.osl.state.or.us/conted</span></b></a><b><span style="line-height:115%;color:#2E74B5">
</span></b><b><span style="font-size:10.0pt;line-height:115%;color:#1F4E79"><br>
</span></b><a href="mailto:darci.hanning@state.or.us"><span style="color:#2E74B5">darci.hanning@state.or.us</span></a><span style="color:#1F4E79">
</span><b><span style="color:#1F497D">|</span></b><span style="color:#1F4E79"> </span>
<b><span style="color:red">NEW NUMBER: 971-375-3491</span></b><b><span style="color:#1F4E79">
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