Managing Difficult Patrons With Confidence!

Outcomes Staff completing this course will be able to:

1. Apply a variety of communication techniques to positively manage various problem patron situations.
2. Apply a number of coping techniques to be able to maintain composure in stressful problem patron situations.
3. Determine when the problem patron cannot be satisfied and to whom and how to communicate this.
4. Decide when to call for security or the police.
5. 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.

The course addresses these issues and more in a web-based course designed to take about 1 1/2 hours to complete. This course contains video clips and other multimedia elements, pre and post tests, and course evaluation modules. 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