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Angry Patrons: Defusing, De-escalating and Improving Outcomes

Angry Patrons: Defusing, De-escalating and Improving Outcomes


In these divided and troublesome times, interactions with angry or contentious library patrons are a part of many librarians’ daily work life. These difficult and often unreasonable patrons are on a mission to tell and show you how they feel. Their behaviors really can be challenging! 

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! 

This interactive webinar is filled with practical and useful information that you can use 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 customers poison” and not taking things personally 

•          Specific phrases to use with customers that help keep emotions under control

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. 

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