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The North Carolina Library Association (NCLA) values everyone’s attendance at our events. We strive to provide a welcoming, safe, and supportive environment where participants may learn, network and share information with colleagues in an atmosphere of mutual respect. To that end, we request that attendees abide by the ALA Statement of Appropriate Conduct at our biennial conference and other association sponsored events. If you experience or witness something that you feel is in violation of this code of conduct, please contact Mike Crumpton at 919-271-6812 or Lorrie Russell at 336-307-0930. If you wish to report something anonymously, please use this form.

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Friday, October 18 • 9:30am - 10:20am
Stopping Harassing Customer Behaviors (Once and For All)

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Have you ever felt harassed by your customers what you are at work? Many library employees have been affected by harassing behaviors including inappropriate comments, staring, sexual advances. Learn how to effectively respond to and defuse these potentially dangerous customer behaviors and what really works in saying "NO" once and for all.

This session addresses what actions library organizations should take to address these harassing behaviors and the actions employees should take when they feel they are being harassed by customers. We'll also discuss specific strategies to use to effectively respond to those behaviors.

Moderators
avatar for Andrew Sanderbeck

Andrew Sanderbeck

Managing Member, People~Connect Institute
Andrew Sanderbeck is a recognized expert trainer, coach and consultant on leadership and team development, customer service and developing cohesive management teams. Andrew presents for audiences both domestically and internationally conducting training classes in the Caribbean, Europe... Read More →

Friday October 18, 2019 9:30am - 10:20am EDT
Winston 3C