Deputy Director Palos Verdes Library District Rolling Hills Estates, CA
De-escalation skills have been linked to a reduction in workplace stress and workplace violence. The ability to successfully de-escalate a situation is also a key component of customer service and can have many benefits for library staff, including higher confidence and improved morale. This presentation will cover key concepts for understanding how de-escalation works and ten strategies for library staff to employ in order to successfully de-escalate a situation and then re-center afterward.
