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.

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 to learn more.

LancasterC5@michigan.gov | 517-335-8129 | www.mi.gov/libraryofmichigan
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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

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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