Preparing for the Unexpected: Dealing with Difficult Patrons

We all have ideal versions of the perfect library and the perfect patron in our minds, but real life comes with real curveballs. How can a library prepare for the next difficult patron interaction? Evaluate (or develop) and revise policies to address new and ongoing situations. Improve communications skills among staff and patrons to better handle a variety of situations they are likely to encounter in the library. Take steps now to train staff, boost confidence in addressing situations, and support patrons respectfully and adequately.

Learning Objectives:

  • Identify types of difficult situations and interactions
  • Evaluate policies and practices for difficult days
  • Discuss training strategies to boost staff confidence and communications

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

Instructor:  Erin Gray -

Contact Hours: 4

November 15 - 16, 2023

1:00 pm - 3:00 pm CST

Online Classroom
United States

Phone: 800-843-8482

Amigos Member Fee $180.00
Non-member Fee $360.00