Dealing With Angry Library Patrons
June 14, 2018; 2 PM EST

Oh, yes…they’re out there and they’re coming to your library. Angry, nasty and even downright unreasonable patrons on a mission to tell and show you how they feel. Their behaviors really are difficult! 
 
The good news is that you can choose to not let them drag you down or ruin your day. And by using a few proven techniques and questions some of these angry patrons could actually leave feeling better!
 
The Dealing with Angry Library Patron Behaviors webinar is an interactive program filled with practical and useful information that you’ll be using to more effectively handle your angry patrons the next time they are in front of you!
 
Participants will learn and begin to master:

• Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
• 3 powerful techniques for not “eating the angry customer's poison” and not taking things personally
• Specific phrases to use with customers that help keep emotions under control

Presenter: Andrew Sanderbeck has been developing and conducting training seminars and web-based programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.