Northeast Ohio Regional Library System
Preparing for and Managing Difficult Patron Interactions
Date/Time
3/5/2025
10:00 AM - 11:30 AM Eastern
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.
Learning Outcomes
By the end of the session, participants will be able to:
Presenter:
Kate Hall, Executive Director, Northbrook Public Library
Kate Hall is a transformative library executive and nationally recognized speaker who has trained thousands of library professionals across the country.
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.
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.
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.
Learning Outcomes
By the end of the session, participants will be able to:
- Apply strategies to manage common challenges faced by library staff calmly and respectfully.
- Understand and demonstrate effective communication techniques that prioritize the well-being of staff, colleagues, and patrons.
- Understand de-escalation and self-care frameworks they can use to navigate challenging situations.
- Develop personal resilience and stress-management skills to maintain professionalism in challenging situations.
Presenter:
Kate Hall, Executive Director, Northbrook Public LibraryKate Hall is a transformative library executive and nationally recognized speaker who has trained thousands of library professionals across the country.
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.
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.
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.
Location
Setting: Live Virtual
Online via Zoom
UNITED STATES
Online via Zoom
UNITED STATES
Contact Person
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
Can't attend on the date or time listed? Sign up anyway! This webinar includes archive access for later viewing at your convenience.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
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
Can't attend on the date or time listed? Sign up anyway! This webinar includes archive access for later viewing at your convenience.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
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