Dealing with Angry Patrons

Young woman with long dark hair and angry expression in pink sweater against an orange wall.During the pandemic, tensions have been running high. Library workers can find themselves facing patrons who are angry not just over the usual issues, but over masks and reduced access and services. How do you defuse the situation?

WebJunction has free, online training that can help. Their self-paced course, Dealing with Angry Patrons, will teach you how to minimize conflict, defuse patron anger, and identify the underlying issues. It outlines a two-step method for responding to anger by first dealing with the patron’s feelings and then their problem. The course includes practice with realistic patron encounters.

WebJunction is a great resource for online training. Find all their offerings in their course catalog.

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