The Do’s and Don’ts of Working with Challenging Patrons (archived webinar)

All Day

Event Details

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 

____________________________________________________________________________________Competency: Customer Service

Sub-Category: Maintains a calm, professional manner in difficult situations and applies effective communication techniques


What is a challenging patron?  It all depends on who you ask and what branch of the library they work for. 


Challenging patrons are various types of people, all with different issues and concerns. From eccentric behaviors to mentally unbalanced people. From unruly children, to those who are upset or angry with the library itself.  Their concerns can be all across the board.

In this interactive and informative webinar, participants will learn:

  • Identifying challenging patrons and present ideas to help work with them.

·         Words and phrases to use and not to use when working with a challenging patron

·         To resolve conflicts – with the formula of LASTS- as it applies to the different categories of patrons- Look- Attitude – Speak – Take Responsibility- Serve


Attendees will have the opportunity to create a personal plan of action and accountability that will help them put these ideas into practice.

 SERLS Member Libraries: $0.00

All Other Libraries: $15.00

Event Type(s): Issues and Trends, Online Course, All
Presenter: Bob Pacanovsky
Jay Burton
(740) 384-2103

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