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Why Am I So Angry? And What Are You Going to Do About It?

This one-hour webinar for WebJunction, co-presented by Maurice Coleman (Technical Trainer, Harford County Public Library) and Paul Signorelli (Writer, Trainer, and Consultant, Paul Signorelli & Associates) focuses on how we can better work within and resolve difficult situations involving people ranging from those who are somewhat angry to those whose behavior requires security or police intervention. Although designed for an audience of colleagues working in libraries, the material is adaptable to anyone involved in customer service.

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Why Am I So Angry? And What Are You Going to Do About It?

  1. 1. Dealing with the Difficult Customer or….
  2. 2. Why am I so angry? (and what are you going to do about it?)
  3. 3. Presented by Maurice Coleman Technical Trainer, Harford County Public Library Paul Signorelli Writer/ Trainer/Consultant Paul Signorelli & Associates For WebJunction Tuesday, October 19, 2010
  4. 4. Empathy (been there, done that)
  5. 5. Not going to take it anymore?
  6. 6. Conflict Resolution Basics
  7. 7. Remembering it’s not personal
  8. 8. Using our best tools
  9. 9. Acknowledgement
  10. 10. Action!
  11. 11. Diving in, part 1
  12. 12. Switches, crucial conversations, and overcoming difficulties
  13. 13. Conversations With Results
  14. 14. Speaking without words
  15. 15. Speaking without words
  16. 16. Speaking without words
  17. 17. Speaking without words
  18. 18. Speaking without words
  19. 19. Focusing on details
  20. 20. Focusing on details
  21. 21. Focusing on details
  22. 22. Focusing on details
  23. 23. Diving in, part 2
  24. 24. Why am I so angry, revisited: the really difficult ones
  25. 25. You’re probably not alone
  26. 26. You talking to me?
  27. 27. No angry mobs, please
  28. 28. After the storm
  29. 29. Wii Play
  30. 30. Also try: Joseph Anderson’s “Difficult Patron Behavior: Success Stories from the WebJunction Community,” at Brian Quinn’s “How Psychotherapists Handle Difficult Clients: Lessons for Librarians,” at Resources For Positive Change
  31. 31. Thank you!
  32. 32. <ul><li>Credits </li></ul>(Images taken from unless otherwise noted): Title slide: From Pasotraspaso’s photostream at Man Yelling at Phone: From RealEstateClienttReferral’ photostream at Mad as Hell: From Mike_Licht,’s photostream at Gladiators: From Smiling_da-vinci’s photostream at Wrestling: From Icanctu’s photostream at Listening: From A_is_for_Apol’s photostream at Handshake: From Litandmore’s photostream at Leaping Into Action: From Danorbit’s photostream at Diving In: From Dude_crush’s photostream at Mt. Fuji: From Jukka_Vuokko’s photostream at Security Guards: From Troy Holden’s photostream at Relaxed Child: From Bart’s photostream at Angry Woman: From Cambiodefractal’s photostream at Bored Man: From Uomoelettrico’s photostream at Girl Smoking: From Ed Yourdon’s photostream at Woman with Crossed Arms: From DanielJames’ photostream at Crossed Feet: From Hamed Saber’s photostream at Eye/Surprise: From Caro Wallis’s photostream at Skeleton: From Powerhouse Museum Collection’s photostream at Homeless Man in Prague: From Liber’s photostream at Book Stacks: From Rageforst’s photostream at I’ll Call My Lawyer: From Jeremy Brooks’ photostream at Angry Mob: From Ambrown’s photostream at Library of Congress: From Maveric2003’s photostream at Gaming in the Library: From Bibliotheken Eemland’s photostream at