...onducting Difficult Conversations With Students How Faculty And Staff Can Change A Negative Into A Positive Thursday December 8 3 00 4 30pm EST Each participant will receive a link to the recording which is good for one year and can be distributed to your entire faculty and staff via email...
... minutes Other patrons are glancing at him and appear annoyed One patron approaches you and complains about the patron s use of the cell phone He knows the library has a cell phone policy and wants something to be done Defuse Be Effective with Difficult People Don t loose your cool Empathize Find out...
...orking with Difficult Patrons Tri Conference 2007 Leslie Nord and Ken Werne Johnson County Library About the Class History of Working with Difficult Patrons Class Overview Goals for this Session Don t Lose Your Cool Tool 1 Active Listening Restate Ask for Agreement Clarify Summarize Don t Lose Your...
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