As booksellers continue to be on the front lines of many consumer and human rights issues, the need for professionally-led training to keep booksellers safe has never been more important. In this session, participants will learn essential de-escalation skills and strategies to gracefully handle difficult customer interactions and defuse tensions while prioritizing staff safety. Empower yourself with the tools you need to navigate challenging situations with confidence and professionalism, fostering a welcoming and supportive atmosphere in your bookstore.

Speakers Chasity Rush, Talbert House - Cincinnati, OH

Files & Links

• Slide Deck
• Video Recording
• De-Escalation Language

Recorded February 14, 2024 at Winter Institute 2024 in Cincinnati, OH

Additional bookstore education resources can be found at www.bookweb.org.

Theme song by Constant Companion