Hi Jennifer,

For free, library-specific training on dealing with difficult patrons, see the Niche Staff Skills Academy available through the Library of Michigan. In particular, try these popular courses:

• How to handle angry customers
• De-Escalation – Recognizing and Responding to Tense Situations
• De-Escalation – Skills and Practice

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
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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