Designed to Address
Real-World Challenges
Library staff often encounter unique challenges that require them to navigate complex interactions. Knowing when and how to respond assertively is nuanced. This training is informed by input from library staff and supervisors. It is tailored to deal with common yet complex situations that are often left unaddressed, such as:
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Responding to customers who repeatedly use diminutive language like “honey” or “sweetie” in ways that feel patronizing.
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Handling situations where a patron’s demands go beyond what the library staff are able or permitted to provide.
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Addressing persistent misgendering or boundary-pushing behavior from customers.
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Standing firm in the face of anger, disrespect, or refusal to accept a “no.”
Foster a Safe, Inclusive Space
Empowering library staff with trauma-informed assertiveness skills goes far beyond improving their ability to handle difficult interactions—it has a transformative impact on the entire organization. Participants leave with more than just theoretical knowledge—they gain practical, actionable skills that are immediately applicable.
Organizational Outcomes:
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Better morale
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Reduced overwhelm from internalized stress
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Enhanced employee well-being
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Improved employee retention
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Consistent high quality customer service experiences
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Increased productivity
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More responsive and effective workplace communication
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Greater team camaraderie
Individual Outcomes:
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Identify Red Flags Early On
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Feel Confident in Their Ability to Respond Assertively
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Set Clear, Firm Boundaries
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Handle Harassment and Inappropriate Behavior
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Maintain a Safe, Inclusive Space for All
Our team loved the training. It was relevant, engaging, and actionable. Because they had a role in co-creating it, they felt energized, affirmed, and heard. We immediately noticed staff using the tools they learned, and the training has improved collaboration and mutual support within the team.
Ken Draves, Deputy Director
Poudre River Public Library District
Why a Trauma-Informed Approach
Conventional assertiveness programs include language and tools that may escalate a situation. Our trauma-informed framework leverages the principles of the Neuroscience of Conversation®. We respect everyone's unique background and promote our shared humanity - addressing the individual needs of staff and patrons.
Through the training, we prioritize safety, deepen self-awareness, and cultivate compassion. We want every participant to leave feeling more confident and supported—not just in setting boundaries, but also in backing up their colleagues when it’s needed most.
What to Expect from our Training
We take experiential trainings to a whole new level, fostering learning and development throughout the engagement. We work with a select group so the training meets your needs, and aligns with your unique culture while enhancing you leadership skills. We work with you before, during and after to ensure our training bridges the knowing-doing gap. Our process includes:
1. Pre-Training Discovery
We will review your organizational practices and administer a pre-training survey to gain valuable insights into your unique needs, strengths and opportunities for growth. That ensure we provide a training experience that's relevant, meaningful and culturally aligned.
2. Customized Training Design
Engage in aspirational conversations that get everyone to think and talk in new ways. We turn those aspirations into the training purpose and objectives. From that, we recommend a customized experiential training where we solve real problems.
3. Delivery of Training
We provide master facilitation for engaging trainings that get people talking like never before. Participants will practice improving their communication skills, deepening their self-awareness and applying the latest research on neuroscience while developing the confidence to be more assertive.
4. Post-Training Implementation Support
A training is only as good as the lasting change it creates. Our post-training implementation services support your team's ability to integrate new skills into their day-to-day. We provide a post-training survey, which offers insights into practical, positive cultural shifts.
Ready to Empower Your Library Staff?
Could your staff use this training, but you don't work for a library? Contact us to learn how we can work with you to customize this training to your organization.