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SUMMARY:Defusing Encounters with Angry Patrons (LibraryWorks Webinar)
DESCRIPTION:The Massachusetts Library System is pleased to announce that we 
 are working with LibraryWorks to provide our members with access to their 
 webinars.  These webinars are free to Massachusetts library workers who 
 register through our calendar. \n\n\n	Please note: To attend these webinars 
 at no cost\, you must register here. If you register directly with 
 LibraryWorks\, your registration will not be paid by MLS. \n	Please help us 
 keep MLS sponsored training free for all members. If you are unable to 
 attend the live webinar\, please cancel your registration. A cancellation 
 link can be found in your confirmation email\, or you may contact Sarah 
 Donnelly at sdonnelly@masslibsystem.org to 
 cancel.\n\n\n\nDescription:\n\nLibrarians are increasingly under attack. 
 With the rise of book bans\, political polarization and normalization of 
 online attacks\, librarians are often caught in the crosshairs. How can you 
 protect yourself and your library colleagues and defuse the growing number 
 of angry patrons?\n\nThis webinar will discuss policies and practices to 
 help prevent and/or mitigate angry behavior. It will also discuss Verbal 
 Judo\, a de-escalation technique that can be used in stressful situations. 
 Patrons from teens to adults will be discussed\, as well as some responses 
 to hostile behavior. You’ll also learn more about when to involve\, or 
 not involve\, authorities. While the root cause of much of this anger 
 can’t be easily resolved\, there are mitigation strategies that can 
 help.\n\nThis webinar will discuss:\n\n\n	Finding outlets for 
 yourself\n	Verbal Judo and de-escalation techniques\n	Steps to ask a patron 
 to leave\n	Dealing with unsafe adolescent behaviors\n	Suggestions of 
 policies and staff practices.\n\n\n\nPresenter:\n\nCarrie Rogers-Whitehead 
 is the founder of Digital Respons-Ability\, a mission-based company that 
 teaches digital citizenship to tens of thousands of parents\, students\, 
 and educators across the world. Digital Respons-Ability’s products and 
 services have been recognized internationally and they recently won a 2023 
 CODiES for “Best Digital Citizenship Solution.” Before her work with 
 Digital Respons-Ability\, Carrie worked for a decade in public libraries 
 and continues to partner and work with libraries. Carrie regularly writes\, 
 speaks and researches on digital citizenship\, parenting\, technology\, 
 libraries and education. She is the award-winning author of seven books\, 
 including most recently: Deepening Digital Citizenship: a Guide to 
 Systemwide Policy and Practice. Carrie lives with her family in Utah with a 
 constant pile of books on her nightstand.\n\n
LOCATION:Webinar
ORGANIZER;CN="Sarah Donnelly":MAILTO:sdonnelly@masslibsystem.org
CATEGORIES:Vendor Webinar - LibraryWorks
CONTACT;CN="Sarah Donnelly":MAILTO:sdonnelly@masslibsystem.org
STATUS:CONFIRMED
UID:LibCal-13792711
URL:https://calendar.masslibsystem.org/event/13792711
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