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height:271.5pt'>
<p class=style2><span style='color:#000099'>TBLC Workshop Announcement </span><o:p></o:p></p>
<p><strong><span style='font-family:"Arial","sans-serif"'>LE@D - Managing
Difficult Patrons with Confidence!</span></strong> <o:p></o:p></p>
<p>Dealing with difficult patrons is a never-ending topic among library
staff, especially those working in public libraries.<o:p></o:p></p>
<p>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.<o:p></o:p></p>
<p>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.<o:p></o:p></p>
<p><strong><span style='font-family:"Arial","sans-serif"'>Objectives:</span></strong>
<o:p></o:p></p>
<p>Staff completing this course will be able to:<o:p></o:p></p>
<ul type=disc>
<li class=MsoNormal style='color:#222222;mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level1 lfo1'><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>Apply a variety of communication techniques to
positively manage various problem patron situations. <o:p></o:p></span></li>
<li class=MsoNormal style='color:#222222;mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level1 lfo1'><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>Apply a number of coping techniques to be able to
maintain composure in stressful problem patron situations. <o:p></o:p></span></li>
<li class=MsoNormal style='color:#222222;mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level1 lfo1'><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>Determine when the problem patron cannot be
satisfied and to whom and how to communicate this. <o:p></o:p></span></li>
<li class=MsoNormal style='color:#222222;mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level1 lfo1'><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>Decide when to call for security or the police. <o:p></o:p></span></li>
<li class=MsoNormal style='color:#222222;mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level1 lfo1'><span style='font-size:10.0pt;font-family:
"Arial","sans-serif"'>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. <o:p></o:p></span></li>
</ul>
<p><span class=tgreen1>This is a self-paced training course offered through
LE@D. After you register, we will contact you with login information within
72 hours. </span><o:p></o:p></p>
<p><a href="http://www.tblc.org/ws_join.php?ws=1024&statewide="
title="http://www.tblc.org/ws_join.php?ws=1024&statewide=">Register Here</a><o:p></o:p></p>
<p class=tgreen> <o:p></o:p></p>
<p> <o:p></o:p></p>
<p> <o:p></o:p></p>
<p class=small2> <o:p></o:p></p>
<p><a href="http://www.tblc.org/training/">View the complete list of TBLC
workshops.</a> <o:p></o:p></p>
<p> <o:p></o:p></p>
<p> <o:p></o:p></p>
<p><span class=style51><span style='font-size:7.5pt'>To stop receiving
workshop announcements and unsubscribe from the TBLC workshops list, please <a
href="http://lists.tblc.org/mailman/listinfo/workshop-schedule">click here</a>,
scroll to the bottom of the page and enter your email address. </span></span><o:p></o:p></p>
<p> <o:p></o:p></p>
<p> <o:p></o:p></p>
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