Dealing with Difficult Patrons
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 identify common patron difficulties, design strategies, and apply standard customer service skills 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.
Technical Requirements:
Live Online System Requirements
Session Duration:
This course consists of two 2-hour sessions.
Instructor: Megan Bryant - bryant@amigos.org
Continuing Education Credit:
Contact Hours: 4
September 4 - 5, 2018
1:00 pm - 3:00 pm CDT
Online Classroom
United States
United States
| Amigos Member Early Bird Fee | $140.00 |
| Amigos Member Fee | $165.00 |
| Non-member Early Bird Fee | $195.00 |
| Non-member Fee | $220.00 |