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Managing Difficult Patrons With Confidence!


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.


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.


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
course materials
90 Days