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This interactive training is part “how to understand your homeless patrons” and part “how to work with difficult patrons.” It focuses on very practical tools you can use every day to resolve problems and prevent conflict (e.g. how to stand, what to say, what not to say, etc.). There is a special focus on patrons with mental health and substance abuse issues.Topics:1) Differences in communication style, worldview, triggers and experiences of homeless patrons.2) Psychology of voluntary compliance3) Tools for de-escalating conflict and getting voluntary compliance without needing punishment or threats.Desired Outcomes:* Participants will recognize at least five ways that homeless patrons are different from other patrons.* Participants will understand the difference between “punishment-driven enforcement” and “empathy-driven enforcement.”* Participants will have at least five new skills/tools for dealing with difficult patron behavior.Presenter:An employment specialist, homeless rights activist, & direct service shelter worker, Joe Dutra has been working with individuals experiencing homelessness for the better part of a decade. He currently works for Chicago's largest human service provider, Heartland Alliance.
Categories: Academic Libraries, Customer Service, Public Libraries, Northbrook Area
This event is sponsored by Reaching Across Illinois Library System.
Last day to cancel registrations is: 5/23/2018
Questions? Please contact Louise Svehla.
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