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CA State Library Program
CA State Library Program
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Concurrent Program

Bold as Ice: Keeping Your Cool with Angry Customers

Saturday, June 3, 2023
1:00 PM – 1:45 PM PT
Location: A7
Have you ever been confronted by an angry patron and felt unprepared to handle it? Current and former prison library staff, who have been in the trenches with the most challenging customers, will teach you how to maintain your composure while de-escalating tense situations. You will learn effective communication techniques that help turn arguments into agreements, reducing emotional strain both during and after a confrontation. This presentation also includes advice regarding customers with special needs or mental disabilities.