The Massachusetts Library System is pleased to announce that we have contracted with PCI Webinars to provide our members with access to their live webinars.  These webinars are free to MLS members who register through our calendar.  Because we are working with an outside vendor, it is important that you cancel your registration in the event that you are unable to attend the live webinar.  A recording of the webinar will be available on the PCI Webinars Niche Academy website about a week after the live webinar.  If you have any issues registering or signing into the PCI Webinars Niche Academy website, please let us know.  Please do not contact PCI Webinars or Niche Academy directly about their live webinars or webinar recordings.

No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patron, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that MJ developed to manage difficult corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons’ behaviors and emotions. You’ll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons’ needs, and improve relationships. With the Calm Challenging Patrons’ step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

This program will help you learn how to:

• Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively
• Use the A.L.E. technique to understand the patrons’ perspective
• Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons

MJ Callaway, CCMS, C.S.P., CVP ~ Biography 

Corporate trainer and motivational speaker MJ Callaway is an award-winning author of and founder of the Bounce-Up™ Concept. During her time as the only female sales executive in the Top Five for a national builder, MJ's co-workers called her the "Clean-Up Crew" as she could convert angry customers into happy ones. Calming Difficult Customers is a skill they don't teach in library school. MJ is a certified Change Management Specialist, Certified Sales Professional, and Certified Virtual Presenter. She's earned a Holistic Resilience certificate from Point Park University. Her popular book, Bounce-Up: Outpower Adversity, Boost Resilience, Rebound Higher, has been endorsed by the Healthy Workforce Institute's C.E.O.

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