Video: Dealing with Angry Customer Behaviors

I found this webinar video from RAILS at a good time in my pre-professional library career, although I think anyone who works directly with customers/patrons can find a lot to learn from this. This is especially useful for public library employees. I don’t think I agree 100% with everything, but I find enough of it to be immediately applicable to what I do at the front desk.

Note: it’s over one hour long. It’s a good video to let run in the background while working on other things, if you don’t mind missing visuals (the slides being presented can be downloaded separately at the RAILS website).