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PRODID://NEOL//400158
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DTSTAMP:20260517T192356
VTIMEZONE:America/New_York
DTSTART:20250305T150000Z
DTEND:20250305T163000Z
UID:400158
SUMMARY:Preparing for and Managing Difficult Patron Interactions
LOCATION:Online via Zoom
DESCRIPTION:Preparing for and Managing Difficult Patron Interactions\n\n03/05/25 10:00 AM EST\n - 03/05/25 11:30 AM EST\Description:\nHow do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.\n\nLearning Outcomes\nBy the end of the session, participants will be able to: \n\n	Apply strategies to manage common challenges faced by library staff calmly and respectfully.\n	Understand and demonstrate effective communication techniques that prioritize the well-being of staff, colleagues, and patrons.\n	Understand de-escalation and self-care frameworks they can use to navigate challenging situations.\n	Develop personal resilience and stress-management skills to maintain professionalism in challenging situations.\n\n\n\n\nPresenter:\n\nKate Hall, Executive Director, Northbrook Public Library\nKate Hall is a transformative library executive and nationally recognized speaker who has trained thousands of library professionals across the country. \n \nAs Executive Director of Northbrook Public Library, she has successfully navigated challenging building projects, championed advocacy efforts, and managed complex patron situations. During COVID, she launched Illinois Libraries Present, a statewide joint programming initiative that brings nationally recognized speakers like Raina Telgemeier and Colson Whitehead to over 5 million Illinois residents. \n \nAn ALA Editions author of The Public Library Director's Toolkit and The Public Library Director's HR Toolkit, Kate specializes in crisis management, EDI, and organizational leadership. Her focus on inclusion, lifelong learning, and relationship building has earned multiple accolades, including the 2021 Illinois Library Association Librarian of the Year Award and a decade of Library Journal 5-Star recognition for Northbrook Public Library. \n \nWith over 25 years of experience and leadership roles in national and statewide committees, Kate transforms libraries into inclusive, forward-thinking institutions that serve both staff and communities. Most importantly, perhaps, she is also the devoted servant of two demanding black cats.\n \Details:\nWho should attend:  Anyone wanting to learn about challenging patrons\nCompetencies: Communication and customer service\n\nNon-Member Cost:      $40\nNEO-RLS Bronze Member Cost:  $24\nNEO-RLS Silver Member Cost:   FREE\nNEO-RLS Gold Member Cost:    FREE\nNEO-RLS Individual Member Cost:  $20\n\nCan't attend on the date or time listed? Sign up anyway!  This webinar includes archive access for later viewing at your convenience.\n \nIt’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.\Location:\nOnline via Zoom\n\n,
X-ALT-DESC;FMTTYPE=text/html:Preparing for and Managing Difficult Patron Interactions<br /><br />03/05/25 10:00 AM EST - 03/05/25 11:30 AM EST<br />Description:<br />How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This session will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.<br />
<br />
<strong>Learning Outcomes</strong><br />
By the end of the session, participants&nbsp;will be able to:&nbsp;
<ul>
	<li>Apply strategies to manage common challenges faced by library staff calmly and respectfully.</li>
	<li>Understand and demonstrate effective communication techniques that prioritize the well-being of staff, colleagues, and patrons.</li>
	<li>Understand de-escalation and self-care frameworks they can use to navigate challenging situations.</li>
	<li>Develop personal resilience and stress-management skills to maintain professionalism in challenging situations.</li>
</ul>
<br />
<br />
<br />
<strong>Presenter:</strong><br />
<br />
<em><img alt="" src="https://neo-rls.org/photos/Hall_12122024103949.PNG" style="float:left; margin:5px 15px; width:112px" />Kate Hall</em><strong>,&nbsp;</strong>Executive Director, Northbrook Public Library<br />
Kate Hall is a transformative library executive and nationally recognized speaker who has trained thousands of library professionals across the country.&nbsp;<br />
&nbsp;<br />
As Executive Director of Northbrook Public Library, she has successfully navigated challenging building projects, championed advocacy efforts, and managed complex patron situations. During COVID, she launched Illinois Libraries Present, a statewide joint programming initiative that brings nationally recognized speakers like Raina Telgemeier and Colson Whitehead to over 5 million Illinois residents.&nbsp;<br />
&nbsp;<br />
An ALA Editions author of The Public Library Director's Toolkit and The Public Library Director's HR Toolkit, Kate specializes in crisis management, EDI, and organizational leadership. Her focus on inclusion, lifelong learning, and relationship building has earned multiple accolades, including the 2021 Illinois Library Association Librarian of the Year Award and a decade of Library Journal 5-Star recognition for Northbrook Public Library.&nbsp;<br />
&nbsp;<br />
With over 25 years of experience and leadership roles in national and statewide committees, Kate transforms libraries into inclusive, forward-thinking institutions that serve both staff and communities. Most importantly, perhaps, she is also the devoted servant of two demanding black cats.<br />
&nbsp;<br />Details:<br /><font face="Verdana" size="2"><font face="Verdana" size="2">Who should attend:&nbsp; Anyone wanting to learn about challenging patrons</font></font><br />
<font face="Verdana" size="2"><font face="Verdana" size="2">Competencies: Communication and customer service</font></font><br />
<br />
Non-Member Cost: &nbsp; &nbsp;&nbsp; $40<br />
NEO-RLS&nbsp;Bronze Member Cost:&nbsp; $24<br />
NEO-RLS Silver Member Cost:&nbsp; &nbsp;FREE<br />
NEO-RLS Gold Member Cost:&nbsp; &nbsp; FREE<br />
NEO-RLS Individual Member Cost:&nbsp; $20<br />
<br />
<font face="Verdana" size="2">Can't attend on the date or time listed? Sign up anyway!&nbsp;&nbsp;</font>This webinar includes archive access for later viewing at your convenience.<br />
&nbsp;<br />
<font face="Verdana" size="2"><font face="Verdana" size="2"><strong><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><em>It&rsquo;s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.</em></font></font></font></font></font></strong></font></font><br />Location:<br />Online via Zoom<br /><br />,  
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