COVID-19: Information for Oregon Libraries: Home

Presenter: Joan Donovan, PhD
Dr. Joan Donovan is the Research Director of the Shorenstein Center on Media, Politics and Public Policy at Harvard Kennedy School. Dr. Donovan leads the field in examining internet and technology studies, online extremism, media manipulation, and disinformation campaigns.

Is your organization ready and are your employees prepared to safely handle the next wave of customer behaviors?
This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.
As a result of this program attendees will learn:

• Their role in customer conflicts: Are their actions and decisions making things better or worse?
  
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
  
• The OODA Loop decision making cycle: Learn to quickly react to difficult customer situations to maintain control and order
  
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
  
• 7 Things to never say to a customer...ever again
  

Oregon library staff (volunteers, board members, etc.) must register first; once your registration is approved you will receive an email from info@nicheacademy and then you can view the recording.

This training supplements our Librarian's Guide to Homelessness which is a 3.5-hour asynchronous, online training (email darci.hanning@state.or.us for more information). Upon completion of the training, your certificate will be available to save or print. At the Homeless Training Institute, our mission is to train library staff members on how to compassionately and confidently manage problematic behavior from homeless, addicted, and mentally ill individuals.

Oregon library staff (volunteers, board members, etc.) must register first (and select at least the first option, “I want access to the self-paced, online tutorial, "Librarian's Guide to Homelessness" and recorded webinars by Dowd.” Once your registration is approved, you will receive an email from info@nicheacademy and then you can view the recording.

As organizations are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non-compliant, and even hostile can and will likely become an everyday occurrence.

How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.

Areas of customer behaviors to be addressed in this webinar include:

• Not wanting to wear a mask or not willing to socially distance
  
• Verbally or physically threatening an employee or customer
  
• Spitting on an employee or customer
  
• Non-compliance and other unwanted behaviors
  
• Wanting to argue and to “be right” that you are wrong
  

Oregon library staff (volunteers, board members, etc.) must register first; once your registration is approved you will receive an email from info@nicheacademy and then you can view the recording.