[Baynet] Infopeople's "Dealing with Difficult People" workshop

[Linda Rodenspiel]

Since some people who may be interested in 
participating might not receive this notice 
directly, we would appreciate it if you would 
print and post or route this announcement to staff and colleagues. Thanks!


Title:  Dealing with Difficult People: Making Libraries Safe & Sane

Dates and Locations:

Monday, October 22, San Francisco Public Library
Wednesday, November 14, San Diego County Library Headquarters
Tuesday, November 27, Alameda County Library
Monday, December 10, Buena Park Library District
Monday, January 7, Fresno Woodward Park Library
Monday, January 28, Sacramento Public Library - Galleria
Monday, February 11, San Bernardino Public Library
Wednesday, February 20, Los Angeles Public Library

To register for this workshop:  Use the online registration form at
http://infopeople.org/workshop/345

Fee:  There is a $75.00 fee for this workshop.


Modern libraries serve a far broader mix of 
people and personalities then almost any other 
public service organization. And by far, the 
majority of library patrons are pleasant, 
cooperative, and appreciative of our services.

A certain percentage, however, range from 
difficult, to demanding, to angry, to irrational, 
to downright scary. These patrons require special 
attention, special skills, and special strategies 
if we are to interact with them effectively and 
make our libraries safe and sane places for us to work in, and feel good about.


Workshop Description: This unique all day 
workshop will provide training in the development 
of the actual verbal, emotional and physical 
interpersonal skills we need to turn conflict 
into cooperation, and successfully deal with the 
most challenging types of patrons.

The workshop's focus is on real library dynamics. 
Its unique, hands on - what to do - training 
emphasis goes to the heart of addressing a topic 
that concerns every library employee.

Preliminary Course Outline

The Team Approach - Understanding the Rules of the Game
--Teamwork, clarity, and consistency - the 
cornerstones of safe and sane libraries
--Why 10% = 70%, and 90% = 30%
--Taking the lead - setting the tone
--Document, document, document
--Management and staff - hand in hand - shoulder to shoulder

Knowing Who's Who, Knowing What's What
--The safest barrier - customer service imperatives
--Who is the most challenging - can you name 5 types?
--Triangulation works, polarity, doesn't!
--The rules
--Help =/= satisfy
-----The zen of "no"

Face to Face - Walking the Walk & Talking the Talk
--Recognizing trigger points and land mines...
--Why do people yell?
-----What gets them to stop?
--Body language! 65% of what you communicate is non-verbal!
--Getting the 10% to really hear you...
--It's OK to be honest - you won't hurt anyone's feelings

Response - Handling the Emergencies and the Urgencies
--Emergency goals and responses
--Calling the police and security
--Physical confrontation - get away!
--Knowing your facility
--Documentation and follow through
--Using community resources

Instructor:  Edmond Otis. Edmond, Senior 
Consultant with Baron Center, Inc. and President 
of Edmond Otis & Associates, combines experience 
as a licensed psychotherapist (MFT 31194), 
author, trainer, and accomplished university 
educator, with 37 years of intense traditional 
karate practice. (He is internationally 
recognized as a world-class competitor, 
instructor, and coach.) Edmond blends these 
distinctive skills and insights into training 
programs that apply classic martial art 
principles and cutting edge research to life's 
most difficult personal and professional 
challenges—creating practical strategies and 
effective interventions for difficult workplace situations.

Who Should Attend: This training is appropriate 
for everyone in the California library community 
that interacts (face-to-face, by phone, by email) 
with co-workers and members of the public.

Prerequisites: None

Other Logistics:

*On-site check-in is from 8:30-9:00 AM;  instruction is from 9:00 AM-4:30 PM.

*Maps, directions, and parking information are 
available on the Infopeople Web site at 
http://infopeople.org/WS/workshop/Directions. 
Infopeople does not validate or pay for parking.

*Infopeople does not provide refreshments or 
lunch.  Since some training locations do not have 
in-house or convenient food service, Infopeople 
recommends that participants bring a sack lunch.

To view a complete list of Infopeople workshops 
and for general information about Infopeople 
training opportunities, go to the main Infopeople 
Workshops page at http://infopeople.org/WS/workshop

If you have questions about registration or 
scheduling of workshops, please contact Linda 
Rodenspiel, the Infopeople Project Assistant, at 
assist at infopeople.org or by phone at 650-578-9685.