Dealing with the Difficult Patrons
Archive and associated resources for October 19, 2010, webinar with Paul Signorelli and Maurice Coleman on dealing with difficult patrons.
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Library staff can handle difficult patrons, resolve issues or problems quickly and efficiently and retain customer loyalty throughout. Join presenters Paul Signorelli, writer, trainer, and consultant with a strong focus on workplace learning and performance, and Maurice Coleman, Technical Trainer at Harford County Public Library, for this one hour webinar providing expert resources for working with a patron using common sense practices and techniques for bringing that customer back into the fold.
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Webinar Attachments
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Related Resources and Links
- Crucial conversations : tools for talking when stakes are high by Kerry Patterson
- What every BODY is saying : an ex-FBI agent's guide to speed-reading people by Joe Navarro
- Switch: How to Change Things When Change Is Hard by Chip and Dan Heath
- Dealing with difficult people in the library by Mark R Willis
- Brian Quinn’s How Psychotherapists Handle Difficult Clients: Lessons for Librarians
- Black Belt Librarians
Date
19 October 2010
Time
2:00 PM – 3:00 PM
Eastern Daylight Time, North America [UTC -4]
Venue
Webinar