De-Escalation for Frontline Staff

10/20/2022 @ 2:00 PM – 3:00 PM

People from all walks of life visit libraries for a variety of reasons. Unfortunately, sometimes their behaviors are inappropriate for the library setting. They might push boundaries, be passive aggressive, act irrationally, try to bully staff, etc. In this workshop we will discuss common difficult customer service scenarios particular to working in libraries and identify best practices for de-escalation.

Participants will use breakout rooms to role play troubling behaviors and responding to them.

The workshop presenters are:

  • Bridget Farrell (she/her), Interim Associate Dean of Student and Scholar Services, University of Denver
  • Lindsay Gypin (she/her), Data Services Librarian, University of North Carolina Greensboro

This interactive event will be held on Zoom, and will include the use of breakout rooms. It will NOT be recorded.

This workshop is a collaborative effort of Capital District Library Council, Upper Hudson Library System, and the Southern Adirondack Library System.