Dealing With Difficult People

Date & Time
Tuesday, May 12
9:00 a.m. - 4:00 p.m.
Registration begins at 8:15 a.m.

Executive Caterers at Landerhaven
6111 Landerhaven Dr.
Mayfield Heights, Ohio
$75 CAMLS libraries
$110 Non-library staff from member's organizations
$145 Non-members
Fee includes materials and lunch
Deadline: Tuesday, May 5
Limit: 70

Most of us deal with difficult people on some level every day. Whether at work or at home, difficult people add to the stress that we work to eliminate. They can be the hostile customer we serve, co-workers, or anyone in general who is hard to handle. This seminar concentrates on knowing what to do and say in specific situations and with all types of difficult people.

Marti Peden heads her own management and employee training group. She has twenty years of experience in the training field working with clients in business, healthcare and libraries. Marti is a popular Support Staff Conference speaker and has conducted many workshops for CAMLS, other regional library systems, and numerous libraries across the state.
Intended Audience
Anyone who does not have a Master of Library Science degree
  • You will learn to:

  • Maintain a consistently courteous manner with difficult patron or staff

  • Turn negative situations into positive ones

  • Receive a complaint with poise and an open mind

  • Skillfully give and receive feedback

  • Handle disagreement constructively

  • Develop the confidence you need for confrontational situations
    Course Content
    • Identify patterns in your conflict management style

    • Evaluate any current conflicts and develop a conflict resolution strategy

    • How to calm an upset customer quickly and professionally

    • What to do when someone starts yelling or threatening you

    • When to call in a third person to resolve the stalemate