Eileen McCluskey and Mary Beth Faccioli hosted an online facilitated discussion on May 11, 2010 about managing difficult patrons with confidence. The discussion covered common problems library staff encounter with patrons, challenges participants face, and techniques for effective communication and reporting incidents according to library policies and procedures. Participants also shared their personal objectives for the session.

1. Facilitators - Intro Eileen McCluskey Trainer High Plains Library District Mary Beth Faccioli Instructional Design & Technology Consultant Colorado State Library Managing Difficult Patrons with Confidence Online Facilitated Discussion May 11, 2010

2. Connect Tools

3. Webinar Hell

4. Participant Intros

5. Why is this important?

6. Common problems 4u http://www.flickr.com/photos/mlibrarianus/3743145751/in/set-72157621636530449/

7. Most challenging

8. Policies and Procedures

9. Incident Reporting http://www.flickr.com/photos/kevandotorg/2482817768/

10. Personal Objectives

11. How to communicate?

12. Eileen McCluskey Trainer High Plains Library District 970-397-4510 [email_address] Mary Beth Faccioli Instructional Design & Technology Consultant Colorado State Library 303-866-6906 [email_address]