Library Staff Training

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Developed by: LibraryU, a program of the Illinois State Library and the regional library systems

No one enjoys having to deal with an angry patron, but with proper preparation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution. This course is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.

Developed by: WebJunction

This course will equip you with ways to de-escalate conflict in libraries, archives, and museums. This conflict could be between staff as well as between and among those who are using the facilities, attending programs, or visiting our spaces (users). You will learn to use a framework for connecting and/or intervening in a conflict, with a consideration for the safety of staff and users. Understanding what makes individuals feel safe can vary from person to person. In this course, you will also learn to use de-escalation tools to enforce policy in proactive and courteous ways and head off conflict.