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Defusing Encounters with Angry Patrons at Your Library

March 7 @ 2:00 pm - 3:00 pm


RRLC is offering up to 15 seats at the upcoming LibraryWorks webinar, “Defusing Encounters with Angry Patrons at your Library”.

Librarians are increasingly under attack. With the rise of book bans, political polarization and normalization of online attacks, librarians are often caught in the crosshairs. How can you protect yourself and your library colleagues and defuse the growing number of angry patrons?

This webinar will discuss policies and practices to help prevent and/or mitigate angry behavior. It will also discuss Verbal Judo, a de-escalation technique that can be used in stressful situations. Patrons from teens to adults will be discussed, as well as some responses to hostile behavior. You’ll also learn more about when to involve, or not involve, authorities. While the root cause of much of this anger can’t be easily resolved, there are mitigation strategies that can help.

This webinar will discuss:
– Finding outlets for yourself
– Verbal Judo and de-escalation techniques
– Steps to ask a patron to leave
– Dealing with unsafe adolescent behaviors
– Suggestions of policies and staff practices

Presenter: Carrie Rogers-Whitehead worked in libraries for nearly a decade and now consults and trains librarians. She regularly researches and writes for librarians, educators and parents. Carrie has published 5 books, with two coming out in 2022 including a new book co-authored with two school librarians with ABC-CLIO: Advocating Digital Citizenship: Resources for Library and Classroom. In 2021 she received an Outstanding Reference Title award from the Reference & User Services Association of ALA. Carrie is the founder of Digital Respons-Ability, a mission-based company that has educated tens of thousands of students, parents and educators in digital citizenship. Her company’s curriculum and work can be found in multiple states and countries. Carrie is a sought after trainer, former TEDx speaker, adjunct instructor and loves to teach others.

RRLC is sponsoring a limited number of seats to this webinar for RRLC members. It is free for you to attend, but space is limited!

Registration closes on March 1 at 12 pm or when all seats are filled. If the program reaches capacity and you would like to join the waitlist, please email Tina Broomfield.

You will be sent a link to the webinar within 24 hours of the start time.

If you have any questions, please contact Tina Broomfield.

RRLC Member Ticket

15 Going
Currently full
RSVP Closed


March 7
2:00 pm - 3:00 pm


Zoom Webinar

Visit our Policies Page for information on our Code of Conduct, Registration Policies and requesting interpreter services.