Hi Jennifer, et. al., There are de-escalation, mental health, angry customer, and additional trainings in the "Customer Service" section on LM's Staff Skills site: https://my.nicheacademy.com/staffskills. You can also access WebJunction courses and past LM Webinar Archives by going to: WWW.MICHIGAN.GOV/LIBRARYCE<http://WWW.MICHIGAN.GOV/LIBRARYCE>. Have a good one, Cathy Lancaster Youth Services Coordinator Library of Michigan 702 W. Kalamazoo St. Lansing, MI 48915 My Pronouns: She/Her - See www.mypronouns.org<http://www.mypronouns.org/> to learn more. LancasterC5@michigan.gov<mailto:LancasterC5@michigan.gov> | 517-335-8129 | www.mi.gov/libraryofmichigan<http://www.mi.gov/libraryofmichigan> Follow us: Facebook<https://www.facebook.com/libraryofmichigan/> | Twitter<https://twitter.com/libraryofmich> | Instagram<https://www.instagram.com/libraryofmichigan/> [cid:image003.png@01D6C1A2.3898A980] From: Michlib-l <michlib-l-bounces@mcls.org> On Behalf Of Jennifer Roth via Michlib-l Sent: Monday, November 23, 2020 10:47 AM To: Michlib-l <michlib-l@mail.mcls.org> Subject: [Michlib-l] Difficult Patron training CAUTION: This is an External email. Please send suspicious emails to abuse@michigan.gov<mailto:abuse@michigan.gov> Good morning, I'm looking for some online training for staff in dealing with difficult patrons. Which trainings have been successful for you? Thanks, Jennifer Roth pronouns: she/her Interim Director Westland Public Library (734) 326-6123 ext 2825
