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<p class="MsoNormal">Hi Jennifer, et. al., <o:p></o:p></p>
<p class="MsoNormal">There are de-escalation, mental health, angry customer, and additional trainings in the “Customer Service” section on LM’s Staff Skills site:
<a href="https://my.nicheacademy.com/staffskills">https://my.nicheacademy.com/staffskills</a>. You can also access WebJunction courses and past LM Webinar Archives by going to:
<b><a href="http://WWW.MICHIGAN.GOV/LIBRARYCE">WWW.MICHIGAN.GOV/LIBRARYCE</a>. <o:p>
</o:p></b></p>
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<p class="MsoNormal">Have a good one,<b><span style="font-size:12.0pt;font-family:"Century Gothic",sans-serif;color:#2E74B5"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:5.0pt"><b><span style="font-size:12.0pt;font-family:"Century Gothic",sans-serif;color:#2E74B5">Cathy Lancaster</span></b><span style="color:#2E74B5"><o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="color:black">Youth Services Coordinator</span><o:p></o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:115%"><span style="color:black">Library of Michigan<br>
702 W. Kalamazoo St.<br>
Lansing, MI 48915</span><br>
<i><span style="color:black;background:white">My Pronouns: She/Her - See <a href="http://www.mypronouns.org/">
<span style="color:black">www.mypronouns.org</span></a> to learn more<b>.</b></span></i><o:p></o:p></p>
<p class="MsoNormal"><a href="mailto:LancasterC5@michigan.gov">LancasterC5@michigan.gov</a><span style="color:#1F497D">
</span><b><span style="color:black">|</span></b><span style="color:black"> 517-335-8129
<b>|</b> </span><a href="http://www.mi.gov/libraryofmichigan"><span style="color:blue">www.mi.gov/libraryofmichigan</span></a><span style="color:#1F497D">
<br>
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<a href="https://www.instagram.com/libraryofmichigan/"><span style="color:blue">Instagram</span></a><br>
<br>
<o:p></o:p></p>
<p class="MsoNormal"><img border="0" width="130" height="114" style="width:1.3541in;height:1.1875in" id="Picture_x0020_1" src="cid:image003.png@01D6C1A2.3898A980"><o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b>From:</b> Michlib-l <michlib-l-bounces@mcls.org> <b>On Behalf Of
</b>Jennifer Roth via Michlib-l<br>
<b>Sent:</b> Monday, November 23, 2020 10:47 AM<br>
<b>To:</b> Michlib-l <michlib-l@mail.mcls.org><br>
<b>Subject:</b> [Michlib-l] Difficult Patron training<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<strong><span style="font-family:"sans-serif 10pt";color:black">CAUTION: This is an External email. Please send suspicious emails to
<a href="mailto:abuse@michigan.gov"><span style="font-weight:normal">abuse@michigan.gov</span></a></span></strong><o:p></o:p></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p>
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<p class="MsoNormal">Good morning,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’m looking for some online training for staff in dealing with difficult patrons. Which trainings have been successful for you?<br>
<br>
Thanks,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:17.0pt;font-family:"Apple Chancery"">Jennifer Roth<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Trebuchet MS",sans-serif">pronouns: she/her</span><span style="font-family:"Apple Chancery""><br>
</span><span style="font-family:"Trebuchet MS",sans-serif">Interim Director<br>
Westland Public Library<br>
(734) 326-6123 ext 2825</span><span style="font-family:"Apple Chancery""><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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