[CASL-L] WJ course: Dealing with Angry Patrons

[Styles, Julie]

>From WebJunction.org:
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Updated Course: Dealing with Angry Patrons

The WebJunction team recently refreshed the LibraryU course, Dealing with Angry Patrons<http://learn.webjunction.org/course/search.php?search=Dealing+with+Angry+Patrons>. The course is free, on-demand and self-paced. Register and enroll today to learn to minimize conflict, defuse patron anger and identify the underlying issues of patrons' anger.

No one enjoys having to deal with an angry patron, but with proper preparation, 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 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.

Enroll today!<http://learn.webjunction.org/course/search.php?search=Dealing+with+Angry+Patrons>




[CT_State_Library_Logo-02_email2]
Julie Styles | Professional Development Coordinator | Division of Library Development
julie.styles at ct.gov | 860-704-2206 | 786 South Main St. Middletown CT 06457
Website: http://libguides.ctstatelibrary.org/dld/home | Continuing Education Calendar: http://cslib.libcal.com/

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