Managing Difficult Patrons With Confidence!
Training
Provided by Online Training Directory
This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations.
Managing Difficult Patrons With Confidence! Dealing with difficult patrons is a never-ending topic among library staff, especially those working in public libraries.
This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations.
This course is for 2 CE credits.
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Managing Difficult Patrons With Confidence!
Outcomes
Staff completing this course will be able to:
Assessment
This course is self-directed and assessments are graded immediately upon completion.
Introduction An introduction to the course with the learning objectives of the course. Be Prepared This lesson discusses creating policies and procedures, as well as discussions on how to be effective and creating a better patron environment. Basic Techniques for Dealing With Difficult Patrons Basic techniques for dealing with difficult patrons includes: identifying the problem patron; determining the patron?s problem; keeping your cool; knowing how to respond; resolving the problem; knowing your alternatives and options; and more. Beyond the Basics Includes specific information for directors and supervisors, how to deal with mentally ill disruptive patrons, how to deal with disruptive teens, and more. Useful Tips A collection of useful tips for dealing with difficult patrons based on real-life experience.
Contact Hours: 3
Staff completing this course will be able to:
- Apply a variety of communication techniques to positively manage various problem patron situations.
- Apply a number of coping techniques to be able to maintain composure in stressful problem patron situations.
- Determine when the problem patron cannot be satisfied and to whom and how to communicate this.
- Decide when to call for security or the police.
- Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations e.g. patron-conduct policy, unattended children policy, etc.
Assessment
This course is self-directed and assessments are graded immediately upon completion.
Introduction An introduction to the course with the learning objectives of the course. Be Prepared This lesson discusses creating policies and procedures, as well as discussions on how to be effective and creating a better patron environment. Basic Techniques for Dealing With Difficult Patrons Basic techniques for dealing with difficult patrons includes: identifying the problem patron; determining the patron?s problem; keeping your cool; knowing how to respond; resolving the problem; knowing your alternatives and options; and more. Beyond the Basics Includes specific information for directors and supervisors, how to deal with mentally ill disruptive patrons, how to deal with disruptive teens, and more. Useful Tips A collection of useful tips for dealing with difficult patrons based on real-life experience.
Contact Hours: 3
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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