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Managing Difficult Patrons and Situations

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  • Online Class
When Jan 29, 2013
from 09:30 AM to 11:00 AM
Where Online
Contact Name
Contact Phone 1-800-248-4483; 515-281-6788
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Challenging situations insert themselves into our daily service life as library workers. Our response sets a "tone" of exchange and also impacts the image and reputation of your library.

Join us for an informative and fun webinar where you will:

--Identify common behavior types, situations and antidotes

--Explore how to command your emotions in "6 Seconds to Sanity" strategies

--Learn 8 verbal strategies to bring about solution and build rapport

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Annette Wetteland last modified Dec 18, 2012 03:37 PM