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Workshop Name: Managing Difficult Patrons with Confidence - ONLINE TUTORIAL
Workshop Date:

Available Anytime

Workshop Time: Available Anytime
Workshop Location: You will take this course from your own desktop computer

Workshop Instructor:

Library Education @ Your Desktop - University of North Texas

Laura Isenstein

Workshop Description:



















Dealing with difficult patrons is a never-ending topic among library staff, especially those working in public libraries.

Every staff member dreads having to deal with a problem patron, but these occurrences in libraries are unavoidable. In reality, the number of problem patron situations is not great, but because they are challenging and often emotionally charged, they loom large in our overall experiences. While never fun, there is a way to prepare staff to handle problem patrons effectively and with confidence.

This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations.


Staff completing this course will be able to:

  • Apply a variety of communication techniques to positively manage various problem patron situations.
  • Apply a number of coping techniques to be able to maintain composure in stressful problem patron situations.
  • Determine when the problem patron cannot be satisfied and to whom and how to communicate this.
  • Decide when to call for security or the police.
  • Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations e.g. patron-conduct policy, unattended children policy, etc.


The course addresses these issues and more in a web-based course designed to take about 1 1/2 hours to complete. It contains multimedia elements, external links, pre- and post-tests, and course evaluation modules.

Workshop Certification: No special certifications are associated with this workshop.
CEU Credits:
How to Register:

E-mail: sburton@kcmlin.org
Fax: (816) 461-0966
Phone: (816) 521-7257

Click here for registration form

How This Works:


When your registration has been processed for this class, you will be sent a course code by email.  You will also receive login and course code information so that you may take the course at the time that works best for you.

Membership Information Join KCMLIN today and begin receiving membership rates to all KCMLIN sponsored workshops.  Just click here for an application .
Workshop Costs:

KC Trains/KCMLIN Member:  $15.00

Non KC Trains/KCMLIN Member:  $17.50

Refund & Credit Policy:


Refund & Credit Policy:

Full refunds or credits are available for cancellations made a minimum of seven days prior to the workshop minus a $5.00 administrative fee.

You can transfer to another workshop a minimum of seven days before the workshop with no administrative fee.

Cancellations made less than seven days prior to a workshop receive no refunds or credits.

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Last Updated 6/12/07