Calm Challenging Patrons: How to Navigate Difficult Interactions

To register for this webinar please follow this link: https://speakerpreneur.zoom.us/webinar/register/8516804511577/WN_eJrREHkISHyWk7p1czj8Cg. Sessions are free and available only to members of the Michigan library community. Registrants will receive instructions and a link to attend the session directly from PCI after they register.

No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patron, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that MJ developed to manage difficult corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons’ behaviors and emotions. You’ll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons’ needs, and improve relationships. With the Calm Challenging Patrons’ step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

This program will help you learn how to:

• Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively
• Use the A.L.E. technique to understand the patrons’ perspective
• Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons

Instructor: MJ Callaway, CCMS, C.S.P., CVP: Corporate trainer and motivational speaker MJ Callaway is an award-winning author of and founder of the Bounce-Up™ Concept. During her time as the only female sales executive in the Top Five for a national builder, MJ's co-workers called her the "Clean-Up Crew" as she could convert angry customers into happy ones. Calming Difficult Customers is a skill they don't teach in library school. MJ is a certified Change Management Specialist, Certified Sales Professional, and Certified Virtual Presenter. She's earned a Holistic Resilience certificate from Point Park University. Her popular book, Bounce-Up: Outpower Adversity, Boost Resilience, Rebound Higher, has been endorsed by the Healthy Workforce Institute's C.E.O.

PCI Webinars are recorded and available to members of the Michigan library community in the Library of Michigan's Niche Staff Skills Academy about a week after they air. New webinars will be in the New category for several weeks. You do not need to register for a webinar in order to view it later in the Staff Skills Academy.

This project was made possible in part by the Institute of Museum and Library Services and the Library of Michigan.