Preparing for the Unexpected: Dealing with Difficult Patrons

Scheduled Dates
Course Details
Course Type: 
Course Description

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 for this session include
  • Identify types of difficult situations and interactions
  • Evaluate policies and practices for difficult days
  • Discuss training strategies to boost staff confidence and communications
Session Information
Session Duration: 
This course consists of two 2-hour sessions.
Contact Hours: 
Erin Gray -