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Public Libraries

LIVE: De-escalation Practices to Support Inclusion

Friday, February 5, 2021

11:15 AM – 12:00 PM EDT

Speaker(s)

Andrea Cecchetto

Director, Service Excellence
Markham Public Library
Harman S. Malhi

Manager, Thornhill Community Centre Library
Markham Public Library
Hilary Murphy

Manager, Planning and Reporting
Markham Public Library
Markham, Ontario, Canada

Managing challenging behaviours from library users is stressful, and staff want clear parameters for how to respond in complex service interactions. Our team at Markham Public Library has developed an approach to managing complex service that focuses on empathetic service, de-escalation techniques, staff empowerment and a commitment to inclusion. This workshop explores how to examine your policies for unintended bias, creating strategies for staff to manage challenges proportionately and with confidence, and rooting de-escalation in relationship building and community development.

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