Originally presented January 19, 2022
Patron management requires the ability to continually assess behaviors throughout these dynamic interactions, making safe and effective communication choices, while managing our own emotions. This can be challenging, and this webinar will help underline how choices can inevitably determine outcomes.
This webinar covers how staff/patron interactions typically affect the level of risk more than the physical environment itself. When we are able to understand that the level of risk is determined by our approach and response to patron behaviors, it becomes clear that we need the skills, confidence and motivation to safely manage these dynamic encounters. Escalated patron behaviors, including threats, occur generally on a continuum rather than suddenly out of nowhere, for no reason.
Hugh Pelmore, founder of ARETE Safety and Protection, Inc., shares how the right skills and motivation can offer renewed objectivity and increased confidence, which can assist in reducing stress, increasing morale, improving safety, and enhancing customer service.
Core takeaways and learning objectives:
- ARETE Awareness and Threat Assessment
- Making Effective Communication Choices
- Managing the Continuum of Patron Conflict
- How Service Impacts Safety
- De-escalation Strategies
- Safely Managing Unwanted Behaviours
- Recognition of Warning Signs
- Safe Response to Threats
- Contacting Emergency Services
- Role Play Video Review & Analysis
Click below to experience this webinar as a tutorial. When you continue past the introduction to the webinar, you'll be prompted to log in. We require login to view the whole tutorial so we can provide certificates of completion for your records and for professional development credit. No purchase is required and you can create a Niche Academy account if you don't already have one. The certificate will be available for download when you have completed all sections of the tutorial.
Click the link below to download the presentation slides:
Library Violence Prevention and De-escalation
Click below to see information about ARETE's training on COVID-19 Conflicts:
COVID-19 Conflict Managemenet
Click below to see ARETE's Conflict Management and De-escalation program:
Conflict Management and De-escalation
Click below to see ARETE's Corporate Security Enhancement training:
Corporate Security Enhancement
