Thursday, October 10, 2002, 1:30 – 3:00 p.m. DEALING WITH DIFFICULT PATRONS AND VISITORS Connie Pirtle, Strategic Nonprofit Resources, Washington, DC Session Description: Docents, ushers, tour guides and other volunteers on the “front lines” often encounter difficult patrons and visitors.  Learn training techniques for diffusing difficult situations with grace and care.  Explore how to empower volunteers and increase their capacity to work in public venues. Learning Objectives: 1. Learn techniques for training volunteers to work with the public 2. Understand the role of staff support in difficult situations 3. Gain new empowerment skills Level:  Intermediate Conference Theme(s): Community, Opportunity