Northeast Ohio Regional Library System

Preparing for and Managing Difficult Patron Interactions

Date/Time

3/5/2025
10:00 AM - 11:30 AM Eastern

Event Registration

Competency

Communication and Customer Service

Event Description

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.

Presenter:

Kate Hall, Executive Director, Northbrook Public Library

Location

Setting: Live Virtual
Online via Zoom
UNITED STATES

Contact Person

Melissa Lattanzi

Details

Who should attend: Anyone wanting to learn about challenging patrons
Competencies: Communication and customer service

Non-Member Cost: $40
NEO-RLS Bronze Member Cost: $24
NEO-RLS Silver Member Cost: FREE
NEO-RLS Gold Member Cost: FREE
NEO-RLS Individual Member Cost: $20

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3/5/2025

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