The Do's and Don'ts of Working with Challenging Patrons (archived webinar)

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 

____________________________________________________________________________________Competency: Customer Service

Sub-Category: Maintains
a calm, professional manner in difficult situations and applies effective
communication techniques


is a challenging patron?  It all depends
on who you ask and what branch of the library they work for. 


patrons are various types of people, all with different issues and concerns. From
eccentric behaviors to mentally unbalanced people. From unruly children, to
those who are upset or angry with the library itself.  Their concerns can be all across the board.

In this interactive
and informative webinar, participants will learn:

  • Identifying challenging patrons
    and present ideas to help work with them.


and phrases to use and not to use when working with a challenging patron


resolve conflicts - with the formula of LASTS- as it applies to the different
categories of patrons- Look- Attitude - Speak - Take Responsibility- Serve


Attendees will have
the opportunity to create a personal plan of action and accountability that
will help them put these ideas into practice.

     SERLS Member Libraries: $0.00

    All Other Libraries: $15.00

    Event Type: 
    Issues and Trends
    Online Course
    Thursday, August 15, 2019 (All day)