[Asis-l] Workshop FREE of charge to everyone!

[Margaret "Doc" Delaney]

With support from the State Library of Ohio, OVAL Regional Library System
invites you to attend . . .

MANAGING DIFFICULT PATRONS: THE ANGRY, THE DISRUPTIVE, THE DANGEROUS

Presented by: Russ Crabtree, Engineer and Human Developer and Dr. Linda
Karlovec, Psychologist, both of Holy Cow! Consulting , Columbus

Date: Wednesday, March 26, 2003 from 9:00 a.m. to 3:30 p.m.

Location: Ohio Valley Area Libraries (OVAL), 252 W. 13th Street, Wellston,
OH  { MAP: http://www.oval.lib.oh.us/wheresoval.htm }

Registration: You may register for this workshop on-line at
http://www.oval.lib.oh.us/workshops.htm. For additional registration
information, contact Amanda Bowers, OVAL CE Coordinator, at 740-384-2103 x9
or mailto:bowersam at oplin.lib.oh.us.

When library staff members feel more equipped to handle difficult patrons
and to distinguish them from those that are potentially dangerous, they can
be more confident, productive, and positively engaged with their customers.
Come to this workshop and learn how to make the critical distinction between
anger, disruption, and danger with your patrons. Then learn how to best
respond to these emotions. Two FREE library surveys conducted by Holy Cow!
Consulting prior to the workshop on anger, problem behavior, unrealistic
expectation and threatening behavior will be given away through a drawing.
Once registered for the workshop, contact Amanda Bowers at 1-800-759-1537 x9
if you wish to be entered into the drawing. The deadline to be entered into
the drawing for a free survey is February 1, 2003 so be sure and register
soon!  Workshop registration without consideration for the free surveys will
continue until March 24th or until the workshop fills.

About our Presenters: Dr. Linda Karlovec and Russ Crabtree are the founding
partners of Holy Cow! Consulting. They have served a wide range of clients
including local libraries, the State Library of Ohio, the Ohio Public
Library Information Network, the Ohio Department of Natural Resources and
faith communities.

Dr. Linda Karlovec is a psychologist specializing in organizational
development and optimal employee performance. She has experience as a
therapist, trainer, team builder and director of the employee assistance
program for a large corporation.  Linda is a leader in suicide prevention
efforts in Ohio, assisting communities in developing crisis plans and
dealing with critical incidents. She is a trained resource for helping
people deal with difficult clients and in assisting teams to problem solve
significant interpersonal conflicts.

Russ Crabtree has a dual background in engineering and human development. He
has trained hundreds of people in the development of listening skills,
constructive confrontation skills, and assertiveness. He is a certified
facilitator for MBTI and DISC instruments and developer of the Visual
Problem Solving Technique for managers and teams. He has also developed a
skills training for intervention in domestic violence. Russ is an ordained
Presbyterian minister now working full time as a consultant and trainer for
suicide intervention and prevention.

We look forward to seeing you at OVAL!

Margaret "Doc" Delaney, Communications Coordinator
Ohio Valley Area Libraries Regional Library System (OVAL)
252 West Thirteenth Street, Wellston, OH 45692
740-384-2103 x 2 ~ 740-384-2106 fax
http://www.oval.lib.oh.us ~ mailto:delanema at oplin.lib.oh.us