Dealing with Difficult Patrons
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.
Technical Requirements:
Live Online System Requirements
Session Duration:
This course consists of two 2-hour sessions.
Instructor: Jodie Borgerding - borgerding@amigos.org
Continuing Education Credit:
Contact Hours: 4
October 24 & 26, 2017
2:00 pm - 4:00 pm CDT
Online Classroom
United States
United States
| Amigos Member | $165.00 |
| Non-member | $200.00 |
| Amigos Member Learning Passport Holder - 4 Learning Passport Hours | $0.00 |
| Amigos Member Learning Passport Holder - 10% Discount | $148.50 |
| Amigos Member Learning Passport Holder - 15% Discount | $140.25 |