Hi Jennifer, For free, library-specific training on dealing with difficult patrons, see the Niche Staff Skills Academy<https://my.nicheacademy.com/staffskills> available through the Library of Michigan. In particular, try these popular courses: * How to handle angry customers<https://my.nicheacademy.com/staffskills/course/2122> * De-Escalation - Recognizing and Responding to Tense Situations<https://my.nicheacademy.com/staffskills/course/12671> * De-Escalation - Skills and Practice<https://my.nicheacademy.com/staffskills/course/12814> Stay safe and I'll see you on the other side, Sonya Schryer Norris Library of Michigan, MDE 517-335-1498 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