[Michlib-l] webinar training recommendation

[Mary Harrison]

Good Morning MichLibL,

  I am wondering if anyone has taken a good training that provides scripts
for addressing challenging patron situations in the Library.   For example,
the Blackbelt Librarian teaches us to address a problem by assuming the
patron doesn't know that a rule is being violated, "Excuse me, Sir, you
probably didn't realize that food is now allowed in the study room".  This
allows the patron to save face.  I am looking for similar trainings that
provide examples of what staff could say to address difficult encounters.

 

Thanks for any suggestions you can offer, Mary

 

Mary Jean Harrison

Director

Coloma Public Library

151 W. Center Street

PO Box 430

Coloma Michigan  49038

269-468-3431

 <http://www.colomapubliclibrary.net/> www.colomapubliclibrary.net

 

The most important asset of any library goes home at night - the library
staff.

Timothy Healy

 

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