[TBLC-Workshops] Self Paced Training - LE at D - Managing Difficult Patrons with Confidence!

[Vikki McLean]

TBLC Workshop Announcement 

LE at D - Managing Difficult Patrons with Confidence! 

Dealing with difficult patrons is a never-ending topic among library
staff, especially those working in public libraries.

Every staff member dreads having to deal with a problem patron, but
these occurrences in libraries are unavoidable. In reality, the number
of problem patron situations is not great, but because they are
challenging and often emotionally charged, they loom large in our
overall experiences. While never fun, there is a way to prepare staff to
handle problem patrons effectively and with confidence.

This course is intended to provide each participant with a basic
tool-kit that can be applied to manage a variety of difficult patron
situations.

Objectives: 

Staff completing this course will be able to:

*	Apply a variety of communication techniques to positively manage
various problem patron situations. 
*	Apply a number of coping techniques to be able to maintain
composure in stressful problem patron situations. 
*	Determine when the problem patron cannot be satisfied and to
whom and how to communicate this. 
*	Decide when to call for security or the police. 
*	Assist with reviewing, revising and/or creating library policies
that address a variety of problem patron situations e.g. patron-conduct
policy, unattended children policy, etc. 

This is a self-paced training course offered through LE at D. After you
register, we will contact you with login information within 72 hours. 

Register Here <http://www.tblc.org/ws_join.php?ws=1024&statewide=> 

 

 

 

 

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