Handling Unwanted Customer Behaviors in Your Library with Andrew Sanderbeck Effectively dealing with individuals who are upset, non-compliant and even hostile behaviors can become an everyday occurrence in your library. How we respond to these difficult behaviors is often the key to de-escalating these situations and protecting ourselves when a customers' behavior is no longer acceptable or wanted. In this interactive and informative program, attendees will learn specific verbiage to set boundaries and de-escalate customer situations as well safety techniques and procedures to use to create more consistent responses to difficult behaviors. To register for this webinar please follow this link: https://attendee.gotowebinar.com/register/2692012804302879504?source=Michiga.... Sessions are free and available only to members of the Michigan library community. Registrants will receive instructions and a link to attend the session directly from PCI after they register. Funding is provided in part by the Institute of Museum and Library Services through the Library of Michigan Thank you, Becky Wartella Department of Education Library of Michigan 702 W. Kalamazoo St. Lansing, MI 48909 [cid:image001.png@01D81810.8E036480]