Dealing with Angry Patrons
No one enjoys having to deal with an angry patron, but with proper preparation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution. This course is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.
This 1-hour webinar is developed by LibraryU, a program of the Illinois State Library and the regional library systems is presented by WebJunction.
You will have to create a WebJunction account to view this archived webinar.
- Wednesday, April 24, 2019
- All Day Event