Next Live Training

60 minute training


How to respond to a customer's inappropriate comment

AUGUST 11, 2022

1:00 PM CT

11 AM PT / 12 PM MT / 2 PM ET

  • How to respond to inappropriate comments (with LOTS of scripts and video examples)
  • What to do when the “Basic Assertive Response” doesn’t work (the harassment doesn’t stop, involves touch, etc.)
  • Getting “Pennies in the Cup” and sexual harassment (are the two connected?)

Current Members

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You can watch the training live, or watch the replay.
Recordings will be available via Zoom for 4 weeks following the live trainings.


If your organization has a paid membership to our trainings, you can attend for FREE.

Library staff in the following states can attend for free under your state's license:
  • Alaska
  • Arizona
  • Missouri
  • Ohio
  • Oklahoma
  • Oregon
  • Utah
  • Wisconsin
  • free


    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, police departments, nonprofits and other organizations on how to compassionately manage problematic behavior from troubled individuals.