Dealing with Difficult Patrons

Scheduled Dates
Course Details
Course Type: 
Target Audience: 
Geared toward public services and programming staff in both public and academic libraries.
Course Description

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 apply standard customer service skills when relating to difficult patrons. We will also list common patron difficulties as well as ways to effectively solve problems.

Learning objectives for this session include
  • Identify common problem patrons
  • Design strategies to effectively solve problems in the library
  • Relate customer service skills to problem patrons
Homework Expectations
  • This course requires individual participation and homework assignments.
  • It is designed for individual participation; each individual must register.
Session Information
Session Duration: 
This course consists of two 2-hour sessions.
Contact Hours: 
Erin Gray -