Managing Escalated Patron Situations Face to Face: Your Questions Answered

While working with the public in a library, you may have faced stressful or potentially harmful situations.  Perhaps you’ve had an encounter with a patron asking you uncomfortable questions or who has been behaving in an erratic manner. What are the best ways to handle these situations?  What tools do you need to manage the sometimes unpredictable behaviors that patrons can bring to the library? 

 Please fill out this google form with any questions that you have about how best to handle patron scenarios.  Your experiences, stories, and questions will be included in the session (anonymously).   Mr. Hernandez will help us to map out how best to respond to the unexpected encounters that can be the joy and challenge of working in a library.