[Asis-l] TEXT - TEMPLATE FOR WORKSHOPS

[Margaret "Doc" Delaney]

REGISTRATION IS LIMITED - THERE ARE A FEW SEATS AVAILABLE - CONTACT AMANDA @
OVAL


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/Time: Tuesday, March 25, 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 IS LIMITED: You may register for this workshop by contacting
Amanda Bowers, OVAL CE Coordinator, at 740-384-2103 x9 or
mailto:bowersam at oplin.lib.oh.us.

A recent study of violence in the workplace cited by Bruce Shuman reveals
that "workers most at risk to workplace violence are those who deal with the
public, exchange money and deliver goods and services." Naturally, library
staffs are included in this category. While libraries have traditionally
been viewed sites for the quiet exploration of books, a broader range of
services has pulled in a wider range of patrons.  One result is an increase
in criminal incidents. In the article "Library Security-A Growing Need",
President Dr. Betty Turock of Rutgers cited a 1993 ALA study of 1800
libraries which reported an 80% increase in book theft, a 15% increase in
vandalism, a 7% increase in assaults, a 4% increase in arson, and a 3%
increase in assaults on staff. Anxiety related to safety issues in the
workplace takes a toll on morale.

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.

Workshop Objectives:
*How to make the critical distinction between anger, disruption, and danger
with your patrons
*Basic ways we respond to anger
*5 feelings that anger masks
*4 important physiological components to anger and why we literally can't
think until we calm down
*8 human needs to be addressed in anger reduction
*18 anger reduction strategies you can use with angry patrons
*5 categories of mental illness and how they might appear to you
*7 creative ways of dealing with the mentally ill and street people

The workshop will address:
*The dangerous visitor to your library and why he may not be a patron
*4 predictors for violence
*9 indicators that a person might be violent
*13 intuitive nudges that something is wrong
*7 important steps for you to take to protect yourself and others

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