De-escalation, Boundaries, and Safety for Frontline Library Teams

Live Date: 14th April 2026

Time: 10:00 AM – 12:00 PM GMT Live via Zoom

Recording available for 12 months

£75 or FREE for Empower members

Overview

Good manners go a long way—but sometimes, they’re not enough. Library staff are often the first to encounter emotionally distressed, aggressive, or unpredictable behaviour. Whether someone is belligerent, under the influence, acting out due to illness or trauma, or simply refusing to leave, the question becomes: how can we respond with both safety and compassion?

This 2-hour session equips you with the awareness, language, and leadership support to handle unsafe situations with calm and clarity. You'll learn how to set firm, kind boundaries, de-escalate when possible, and make confident decisions about when to disengage or seek help.

Designed for frontline staff, supervisors, and team leads, this session centres on practical tools and trauma-aware practices to create safer, more welcoming spaces for everyone, without compromising staff wellbeing.

What We’ll Cover

Understanding AOA (Angry on Arrival):

• Why some individuals arrive escalated—and what might be behind the behaviour

• Recognising distress, crisis, or threat (and the difference between them)

• What’s within our influence—and what’s not

Core Response Tools for Frontline Staff:

• De-escalation do’s and don’ts

• Scripts and language that lower drama, not raise it

• Distraction, redirection, and disengagement techniques

• What to say when someone won’t leave, is verbally abusive, or won’t comply

Boundaries and Gut Instincts:

• Setting clear limits with kindness and authority

• When to stay calm, when to call for backup, and when to call authorities

• The importance of trusting your instincts—and supporting others to do the same

Organisational Safety and Support:

• The role of managers: back-up, not blame

• Creating consistent guidance and shared expectations

• Aligning your environment and signage with safety and inclusivity

• Building a culture where safety is shared—not shouldered alone

You’ll Leave With:

• Practical, confidence-building de-escalation techniques

• A “response ladder” to help guide real-time decisions

• Templates for team response planning and emergency protocols

• Language for setting clear, respectful boundaries

• Tools to create a workplace where staff know they’re backed and protected

Who It’s For:

Frontline staff, library assistants, supervisors, team leads, and anyone responsible for patron-facing service. Relevant across public, academic, school, and specialist libraries.

Care Statement / Trigger Warning:

This session will discuss potentially distressing behaviours, including verbal aggression, threats, and emotionally dysregulated behaviour. Please take care of your wellbeing—step away or pause as needed. A recording will be available for 12 months after the session.