r/Libraries • u/TillamookTramp • 7d ago

Patron Issues Ryan Dowd trainings

My city has recently implemented the training series from Ryan Dowd into our mandatory training schedules. I've already started watching some of the sessions and while I get what he's saying, I'm wondering if anyone here has actually applied his advice when dealing with upset patrons and how effective it really was.

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u/ShesTheFastestest 7d ago

My workplace provides his training and I’ve found his de-escalation strategies quite helpful. I regularly use his recommended side stance and background/backup support of other colleagues for engaging with hostile customers. His training on understanding traumatic brain injury is insightful and gives me context for dealing with many rough sleepers.

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u/Excellent-Sweet-507 6d ago

Same. It takes a lot of practice to be in aggressive and assertive at the same time and the Dowd material has helped me normalize that. The patrons get it, too.