Free Online Trainings
BY RYAN DOWD
OCTOBER 10, 2022
3 FREE TRAININGS!
MENTAL ILLNESS
Basic introduction to mental illness
(90-minute training, recorded May 2022)
Do you serve customers who struggle with mental illness?
Don’t know what to do when they are having a “bad day”?
This introductory course is perfect for you.
In this training you will learn
- An overview of schizophrenia, bipolar disorder, and personality disorders (which 92% of homeless folks have!)
- Challenges and symptoms associated with each of these mental illnesses
- Disorder-specific tools to prevent problems and de-escalate situations
- First-hand accounts from people struggling with these illnesses
PICK A TIME
PREJUDICE
How to respond to prejudicial comments from customers
(90-minute training, recorded April 2021)
What do you do when a customer says something that’s prejudice?
Feel like you have to choose between fighting or being silent?
Not anymore!
After this training, you will have your own personal plan for responding to prejudicial comments.
In this training you will learn
- Tools to respond to prejudical comments (including benefits and drawbacks of each tool)
- "Peanut-butter openers" you can use with the tools (so your response is received better!)
- Tools you can use to help someone decrease their bias
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BACKUP
How to backup your coworkers during a crisis
(60-minute training, recorded August 2021)
When your coworker is handling a tough situation with a customer, what should you do?
Unfortunately, when most people “backup” their coworker, they actually make the situation WORSE!
In this training you will learn
- Exactly what you should do when backing up your coworker (where to stand, how to handle onlookers, when to call security/police, etc.)
- How to choose which staff member is lead and which is backup (and what those roles include)
- How to switch roles if needed
PICK A TIME
EACH training includes
- Free Interactive Workbook
- Free Printable Infographic
- Free Certificate of Attendance
Be sure to add [email protected] to your contacts to receive reminder emails for the trainings.
TAUGHT BY RYAN DOWD
Author of the ALA book, The Librarian’s Guide to Homelessness. Former Executive Director of a large homeless shelter outside of Chicago. Global trainer to libraries, non-profits and other organizations on how to compassionately manage problematic behavior from troubled individuals.
Have a question? We can help!
Just email [email protected]
