De-Escalating Difficult COVID-19 Customer Behaviors

September 17, 2020
11:00 AM - 12:00 PM
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Virtual Zoom Meeting


De-Escalating difficult COVID-19 Customer behaviors

With andrew sanderbeck

Brought to you by the Nebraska Library Association Board of Directors in celebration of 125 years of service!

As libraries are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non-compliant and even hostile can and will likely become an everyday occurrence.

How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.

In this interactive and informative program, attendees will learn eight customer de-escalation tips and specific verbal intervention techniques including proven verbiage to use with customers that are violating your organizational code of conduct and endangering your employees’ safety.

Areas of customer behaviors to be addressed in this webinar include:

  • Not wanting to wear a mask or not willing to socially distance
  • Verbally or physically threatening an employee or customer
  • Spitting on an employee or customer
  • Non-compliance and other unwanted behaviors
  • Wanting to argue and to “be right” that you are wrong


The presentation is being provided by the NLA Board of Directors and will be free of charge for both NLA members and non-members. 
Additionally, attendees can receive 1 hour of CE credit through the NLC Certification program.  The program will be recorded for those who cannot attend the live presentation.


Andrew Sanderbeck has been developing and conducting training programs for organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.



Recent feedback from attendees of De-escalating Difficult COVID-19 Customer Behaviors webinar:

Tina Miller - Richmond, Virginia

I just finished this webinar and Andrew Sanderbeck was straight and to the point as always, with good techniques on how to de-escalate situations and good examples. I would suggest that you view it, especially if you're at any of the service points and working with the public.

Lauren Canaday - Bluffton, Ohio

I wanted to thank Andrew Sanderbeck so much for his webinar yesterday, "De-Escalating Difficult COVID-19 Customer Behaviors." I especially benefited from the examples of what language to use when communicating with difficult patrons, i.e. benefit statements, "unfortunately," using silence, etc. 

I'm excited to be able to share some of this information from the slides, and your resources guide of books, videos, etc., with my staff!

Jane Schaffner, Director

I'm a director at a small rural library that serves a population of approximately 3,900 and I wish I would have had this training years ago.  Ohio's Gov. just mandated mandatory masks beginning after 6 pm on Thursday, July 23 so we have already had a staff meeting to discuss much of your webinar.  I learned so much and the point you expressed about people being "over it" due to constant decision making was spot on.  

Bonnie L. - Maryland

“It's been a while since I have been so interested and informed in a presentation.  Thank you for bringing Andrew in. “



$0.00 NLA Member Registration

$0.00 Non NLA Member Registration