We all dread – and we’ve all dealt with – difficult patrons. Why is dealing with difficult patrons and students so – well, difficult? You’re not alone in facing tough situations. In this webinar, you’ll come away with a better understanding of some of the elements of difficult interactions; you’ll learn some simple tools to help deal with difficult patrons and students more effectively; and you’ll discover ways to use your sense of humor and perspective to survive those encounters.
Scott Brown is owner of Social Information Group, an independent information practice that focuses on the effective use of social networking tools for sharing and finding information. He also is adjunct faculty for the library & information schools at San Jose State University (California, USA) and University of Denver (Colorado, USA). His forthcoming book on finding information via social media tools, Social Information: Gaining competitive and business advantage using social media tools was published in 2012. He has over 20 years of experience in library and information organizations, in public, academic and corporate settings. He is also a professional coach, specifically working with information professionals. You can email him or connect to him on LinkedIn.