This text offers practical strategies for managing problems posed by patrons and other staff. It is a hands-on guide to solving problems through communication, preventive measures and clear and concise patron behaviour policies. Strong communication skills are at the heart of resolving difficult situations and ensuring that simple encounters don"t escalate into real problems. Recognizing the difference between a patron with a simple problem and a real security risk takes skill and understanding. Knowing how to deal with both situations effectively is the real challenge. This book provides the necessary communication skills and the ability to recognize which ones are needed to handle a wide variety of situations with patrons. By using simple communication and listening skills, the situation and outcome can be controlled.