Defusing Encounters with Angry Patrons at your Library

Librarians are increasingly under attack. With the rise of book bans, political polarization and normalization of online attacks, librarians are often caught in the crosshairs. How can you protect yourself and your library colleagues and defuse the growing number of angry patrons?

This webinar will discuss policies and practices to help prevent and/or mitigate angry behavior. It will also discuss Verbal Judo, a de-escalation technique that can be used in stressful situations. Patrons from teens to adults will be discussed, as well as some responses to hostile behavior. You’ll also learn more about when to involve, or not involve, authorities. While the root cause of much of this anger can’t be easily resolved, there are mitigation strategies that can help.

Learning Outcomes

This webinar will discuss:

• Finding outlets for yourself
• Verbal Judo and de-escalation techniques
• Steps to ask a patron to leave
• Dealing with unsafe adolescent behaviors
• Suggestions of policies and staff practices.

Presenter: Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators, and parents. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents, and educators in digital citizenship. She is the award-winning author of seven books, including most recently: Deepening Digital Citizenship: a Guide to Systemwide Policy and Practice. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.

CALL Training Partner for this Event: LibraryWorks

**NOTE**: Access information for this learning event will be sent to all registrants by LibraryWorks before the start of the event.