Dealing with Difficult Patrons

 Registration is closed for this event
Librarians and staff in libraries of all types will at one point have an interaction with a difficult patron. Whether the patron or student is frustrated with library policy, refusing to follow standard rules, or is simply argumentative or persistent, it is imperative to develop interpersonal skills in order to deal with these situations.

In this course, we will identify common patron difficulties, design strategies, and apply standard customer service skills to effectively solve problems.

Learning Objectives:

  • Identify common problem patrons
  • Design strategies to effectively solve problems in the library
  • Relate customer service skills to problem patrons

Target Audience:
Geared toward public services and programming staff in both public and academic libraries.


Homework Expectations and Completion Requirements:

  • This course requires individual participation and homework assignments.
  • It is designed for individual participation; each individual must register.

Technical Requirements:
Visit BigBlueButton's detailed minium requirements page.

Session Duration:
This course consists of two 2-hour sessions.

Instructor:  Erin Gray -

Continuing Education Credit:
Contact Hours: 4


September 2 - 4, 2020

1:00 pm - 3:00 pm CDT

Online Classroom
United States

Phone: 800-843-8482

Amigos Member Fee $165.00
Non-member Fee $220.00