Good Morning MichLibL, I am wondering if anyone has taken a good training that provides scripts for addressing challenging patron situations in the Library. For example, the Blackbelt Librarian teaches us to address a problem by assuming the patron doesn't know that a rule is being violated, "Excuse me, Sir, you probably didn't realize that food is now allowed in the study room". This allows the patron to save face. I am looking for similar trainings that provide examples of what staff could say to address difficult encounters. Thanks for any suggestions you can offer, Mary Mary Jean Harrison Director Coloma Public Library 151 W. Center Street PO Box 430 Coloma Michigan 49038 269-468-3431 <http://www.colomapubliclibrary.net/> www.colomapubliclibrary.net The most important asset of any library goes home at night - the library staff. Timothy Healy