What to Do with Patrons that are Mad on Arrival (MOA)

Primary tabs

Program Type:

Webinar Series
Please note you are looking at an event that has already happened.

Program Description

Event Details


Register for this one-hour webinar

(A recording will be available under the CALL Academy People Connect Institute category one week after delivery)


Who’s stressed out and overwhelmed these days? That’s an easy one! Some of your patrons and co-workers.

How we respond to these difficult patron behaviors is often the key to de-escalating these situations and in turn protecting ourselves when their behavior is no longer acceptable or wanted.

In this interactive and informative program, attendees will learn specific verbiage to set boundaries and de-escalate patrons’ situations, as well safety techniques and procedures to use to create more consistent responses to difficult behaviors.

As a result of this program, attendees will learn:

  • Specific phrases to use with patrons to stop unwanted behaviors
  • The 30-30-30 rule for creating an environmentally safe library space
  • Using the OODA Loop model to decide what actions to take (or not)
  • De-escalation techniques to use to help patrons focus on problem solving instead of continuing emotional outbursts
  • How and why not to take the patrons’ behavior personally


Andrew Sanderbeck ~ Biography

Andrew has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face sessions on Customer Service and Communication Skills in the U.S. and many countries around the world.

Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina and a monthly donor to EveryLibrary, supporting libraries across the country in their efforts to get the financial support they deserve.


CALL Training Partner for this Event: PCI Webinars

Additional Information

Recording in CALL Academy

The recording for this session will be made available in CALL Academy approximately one week after delivery.