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Learn how to respond effectively when challenges arise
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Have you experienced challenging interactions with library customers, colleagues, or community members? Do you
ever find yourself unsure how to respond when a situation in the library begins to escalate? Working in libraries today means navigating a wide range of human experiences — from everyday conversations to more complex or tense encounters.
This 4-week course offers a supportive space to strengthen your communication skills, explore ways to create
a welcoming environment, and prepare for difficult interactions. Whether you're new to de-escalation techniques or looking to refresh your approach, you'll gain practical strategies you can use right away — both to enhance everyday customer service and to
respond effectively when challenges arise.
By the end of the course, learners will be able to:
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Practice methods to help defuse tension, such as asking effective open-ended questions, and using active listening techniques, to ensure our interactions are meeting the
unique needs of each customer and staff member we interact with.
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Analyze and gain a deeper understanding of our personal biases and library spaces to ensure that we provide empathetic interactions and accommodating and welcoming spaces
for all.
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Examine and apply library policies, procedures and guidelines, which are essential foundational components in protecting the safety of library staff and customers.
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Develop ‘Situational Awareness’ and ‘Tactical Disengagement’ strategies for personal, staff and customer safety, should situations escalate and the library environment
becomes unsafe.
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Time Required: 2½
hours per week, with options for further study and application. Participants can work on each module at their own pace, at any hour of the day or night. However, it is recommended that participants complete each week's assignments within that week to stay
in sync with other learners.
Live Sessions: Please
make every effort to ensure that you are able to attend these two meetings before enrolling in the course. If this is not possible, archived recordings will be made available.
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Wednesday, October 22, at 10am to 11:15am PT
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Wednesday, November 12, at 10am to 11am PT
Instructor:
Becky Russell
Fee: $200
Learn More and Register Today
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Due to the uncertainty of any federal funding for 2025-26,
California Libraries Learn (CALL) can not offer financial support for Infopeople course seats at this time. If this changes we will let you know.
For questions, please contact Lisa Barnhart at
lbarnhart@cla-net.org.
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Small, Rural and/or Tribal Libraries
Do you work in a rural or tribal library? If so, you may be able to sign up for a no-cost seat in this course.
Each course has up to five no-cost seats available to rural or tribal libraries.
Fill out your fee waiver request, and if a no-cost seat is available you will be notified.
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October 29, 2025
This session will be fun, interactive, engaging, and show attendees several ways and resources to use the tarot to find focus, calm, and purpose in a frenetic workplace.
This webinar will be of interest to: Library staff looking for alternative mindfulness practices.
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October 7, 14, and 21, 2025
Attendees will walk away from these three sessions with practical tools to design, sustain, and expand creative aging programs that
support lifelong learning, social connection, and improve the health and well-being of older adults.
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Infopeople On-Demand
Infopeople On-Demand means learning whenever, wherever. Jump into a
topic and move at your own pace. Courses are always there when you need them.
No rushing. No deadlines. Just you and the learning.
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This course will provide you with tips, techniques, and inspiration that will help you to create library displays that delight.
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This course covers the fundamentals of good change and transition management practices, paying special attention to using tools
and strategies under less-than-ideal conditions.
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Become more confident discussing racial identity and racial injustices with children and caregivers in the library and incorporating
anti-racist practices in your library services.
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No-cost, IMLS-funded
This series will prepare public library staff to effectively respond to the public health issues that are in
their communities today, and to be ready in case another emergency appears.
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Califa Group
330 Townsend Street, Suite 133, San Francisco, CA 94107
United States of America
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