Facing Angry Patrons: De-Escalation and Communication Techniques + Policy Advice

Amid the rise of book bans, heightened political polarization, and funding cuts, many librarians find themselves in stressful situations. How can you safeguard yourself and your fellow library staff while effectively managing interactions with upset patrons?

This webinar will cover best practices and policies designed to prevent and reduce instances of angry behavior. It will introduce Verbal Judo, a de-escalation technique specifically crafted for use in high-stress scenarios. The discussion will encompass interactions with patrons ranging from teens to adults, along with strategies for responding to hostile behavior. Participants will also learn when to involve authorities and when it may be best not to.

While the underlying causes of much of this anger may be complex and not easily resolved, there are strategies you can use. This webinar will explore:

• Finding support outlets for yourself

Presenter

Carrie Rogers worked for a decade in public libraries and was named the 2013 Utah Librarian of the Year for her work. After leaving libraries, she founded Digital Respons-Ability, a mission-based company that works with educators, parents, and students to teach digital citizenship, the ethical and responsible use of technology. Her company provides training to tens of thousands of students, parents, and educators with state and federal contracts across the world.