Managing Difficult Patrons With Confidence!
Distance-Education.org
Description
Dealing with difficult patrons is a never-ending topic among library staff, especially those working in public libraries. This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations.
This course is for 2 CE credits.
Outcomes
Staff completing this course will be able to:
- Apply a variety of communication techniques to positively manage various problem patron situations.
- Apply a number of coping techniques to be able to maintain composure in stressful problem patron situations.
- Determine when the problem patron cannot be satisfied and to whom and how to communicate this.
- Decide when to call for security or the police.
- Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations e.g. patron-conduct policy, unattended children policy, etc.
The course addresses these issues and more in a web-based course designed to take about 1 1/2 hours to complete. This course contains video clips and other multimedia elements, pre and post tests, and course evaluation modules.
Assessment
This course is self-directed and assessments are graded immediately upon completion.
course quick facts
course code
DED4200
cost
$59.00
estimated time to
complete course 3 Hours
complete course 3 Hours
course materials
available 90 Days
available 90 Days
