Dealing with Difficult Patrons

Course Description
Course Type: 

Everyone working in a library will at one point have an interaction with a difficult patron. Whether the patron is frustrated with library policy, refuses to follow standard rules, or is simply argumentative or persistent, librarians must develop interpersonal skills in order to deal with these patrons.

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: 
  • 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.
Prerequisites: 
None
Homework Expectations and Completion Requirements: 
  • This course requires individual participation and homework assignments.
  • It is designed for individual participation; each individual must register.
Session Duration: 
This course consists of two 2-hour sessions.
Continuing Education Credit
Contact Hours: 
4
Fees
Amigos Member Early Bird Fee: 
$140.00
Amigos Member Fee: 
$165.00
Non-member Early Bird Fee: 
$175.00
Non-member Fee: 
$200.00
Scheduled Dates