Dealing with an angry patron is one of the most difficult (and possibly dangerous!) things we do in a library. Often, staff need assistance to know how to deal with and counter anger. Many libraries already have a copy of Defusing the Angry Patron: A How-To-Do-It Manual for Librarians by Rhea Joyce Rubin. The book does an excellent job of explaining the behavioural aspects of anger in a non-technical manner and allows the reader to explore his or her personal reactions. When applied, these real-life theories really work!

Course objective:

Put anger into context

Offer various techniques or strategies using real library situations

Provide tools on the job for handling anger

Materials Suggested:

Defusing the Angry Patron: A How-To-Do-It Manual for Librarians by Rhea Joyce Rubin. New York, NY: Neal-Schuman, 2000.

Powerpoint presentation