(via Lt. Col. Elizabeth Kocevar-Weidinger, Virginia Military Institute)
We all need a little kindness. Be kind to yourself and attend this webinar and support RUSA!
- WHAT: 60-minute webinar “Patron Response Framework: Responding with Kindness, Empathy, and Love in Difficult Situations”. Michelle Roossien of the Kent District Library shares the response framework developed for their employees to prevent escalation and maintain a safe environment.
- WHEN: Wednesday, October 1, 12:00-1:00 PM CDT. Michelle Roossien of the Kent District Library shares the response framework developed for their employees to prevent escalation and maintain a safe environment.
In 2017, Kent District Library created a response framework for their employees to use to respond to difficult situations that occur in the library. Responding to concerns ad complaints in a kind and empathic ways ensures people feel listened to and cared for. this prevents escalation and helps maintain a safe environment. In 2022, Kent District Library relaunched the Frameworks through the lens of Diversity, Equity and Inclusion. The new frameworks focus on learning and growing together, and de-escalating situations for the safety of al, while address unconscious bias.
In this session, step-by-step instructions for the development of the frameworks will be discussed, including planning, evaluation, and implementation.
For more information, including pricing, and to register, please go here. This webinar is sponsored by RUSA Reference Services Section.