Preparing for the Unexpected: Dealing with Difficult Patrons

We all have ideal versions of the perfect library and the perfect patron in our minds, but real life comes with real curveballs. How can a library prepare for the next difficult patron interaction? Evaluate (or develop) and revise policies to address new and ongoing situations. Improve communications skills among staff and patrons to better handle a variety of situations they are likely to encounter in the library. Take steps now to train staff, boost confidence in addressing situations, and support patrons respectfully and adequately.