Dealing with Angry Patrons (LibraryU)
Resource Type: Tutorial
A self-paced, web-delivered course offered by the Illinois State Library's "Library U." You will need an account with WebJunction to register for this course. The WebJunction account is free; the Library U course costs $40. Library U's course description follows:
No one enjoys having to deal with an angry patron, but with proper preperation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution.
This course on Dealing with Angry Patrons is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.