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Staff completing this course will be able to:
- Apply a variety of communication techniques to positively manage various problem patron situations
- Apply a number of coping techniques to be able to maintain composure in stressful problem patron situations
- Determine when the problem patron cannot be satisfied and to whom and how to communicate this
- Decide when to call for security or the police
- Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations e.g.
patron-conduct policy, unattended children policy, etc.
