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Apr 16

NEFLIN Roadshow: How to Keep Your Joy (and Sanity) When Serving Today's Library Users - Ormond Beach

A NEFLIN face-to-face workshop featuring Andrew Sanderbeck in Ormond Beach, FL.

Ormond Beach Regional Library
30 S Beach St, Ormond Beach, FL 32174
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Apr 16, 2024 09:30am - Apr 16, 2024 04:30pm

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Working in the library, you will likely serve users who are grumpy, rude, disruptive, and demanding. And that could be in the first few hours of your day.

How can you more effectively handle these patron behaviors without taking things personally, getting upset or losing your service attitude and confidence? In this workshop, you will interact with some of the most frequent disruptive behaviors and leave with many tools to for managing those behaviors more effectively and respectfully and immediately applicable aftercare techniques to help you and your co-workers reignite your joy in serving your patrons. 



As a result of this workshop, attendees will learn and begin to master:

  • Specific phrases to use to tame unwanted patron behaviors
  • Techniques to reduce stressful situations and to not lose your service mindset when patron behaviors are stealing your motivation to serve
  • 3 aftercare techniques you can do for yourself
  • How to work with patrons that are hyper-emotional that do not respond to logic or reasoning
  • Safety tips for out of bounds patron behaviors 

Trainer: Andrew Sanderbeck

Andrew has been developing and conducting training seminars for 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 the author of two books and over 50 webinars.

This project was funded either under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services or the Library Cooperative Grant program. Florida’s LSTA and LCG programs are administered by the Department of State’s Division of Library and Information Services. 

For FY2023-24, the total state and federal budgets for NEFLIN's programs are $694,693. 42% of the total costs ($294,693) are supported by federal funds, and 58% of this program ($400,000) is supported by state funds.