© copyright 2009 difficultpeople.org & metacoach llc successful encounters: tips for...
TRANSCRIPT
© Copyright 2009 DifficultPeople.org & MetaCoach LLC
Successful Encounters: Tips for Challenging Situations
© Copyright 2009 DifficultPeople.org & MetaCoach LLC
© Copyright 2009 DifficultPeople.org & MetaCoach LLC
PATRON INTERACTIONSAngry PatronsWhat makes a patron angry?
Fines or claims returned itemsNew or changed policiesLibrary staff has asked someone to stop doing
somethingCan’t find their hold Inconsistent serviceUpset with another patron behaviorSome personal crisisAnger management issues
PATRON INTERACTIONSWhat makes patrons challenging?What words describe a difficult patron?What will we do to avoid that patron?
Abrasive Irritating Aggressive
Annoying Demanding
PATRON INTERACTIONSWhy do difficult patrons make us uneasy?
Librarians like helping peopleWe feel guiltyThey are not predictable or logicalThey are used to dramaThey reject usWhat else?
DIFFICULT PATRONS
How do we react?What is our response?
We avoid them We are quiet or unfriendly We are abrupt/rudeWe try to be overly-friendlyWe are stressed – tend to make more
mistakesWe label them as “problem patrons”We want to get them on their way as fast as
possible!
DIFFICULT PATRONS
What are some good things about dealing with these patrons?
Build up a tolerance for stress
Stretch ourselves
Learn to think under pressure
Leads to a sense of mastery if we “conquer” them
DIFFICULT PATRONS
Emotionally Coping with Difficult Patrons
Accept your negative emotions – anger, aversion, helplessness
It is not personal You cannot change themUse positive Self-TalkGossiping will not help It is ok to stop helping them & call the
police◦ Patron Code of Behavior
DIFFICULT PATRONS
Basic Steps in Handling Difficult Patrons
Stay calm Listen
◦ Do not argue◦ Avoid saying no or quoting policies
Empathize◦ Be respectful
Adjust body language
DIFFICULT PATRONS
Handling Difficult Patrons as a Manager
Again – listen first
Consider each situation individually◦Each circumstance is unique and
requires unique decision-making. Policies and procedures are in place to guide you and offer a frame work
DIFFICULT PATRONS
Dealing with it as a Manager – cont’d
Consider the ramifications of “giving in”
◦Does it set a precedent for next time?
◦What’s the cost?
DIFFICULT PATRONS
Dealing with it as a Manager – cont’d
Every situation will not necessarily be resolved positively
Don’t let a few patrons get you down or cause you to change the way you handle other difficult patrons
Consider Banning
MENTALLY CHALLENGED PATRONS
What they need
Break complex ideas into smaller partsUse concrete terms They are easily stressedUse patienceChange is hard
MENTALLY CHALLENGED PATRONSTheir requests can be repetitive and questions inappropriate and personal
“That is an inappropriate question.”
“That is an inappropriate behavior, and if you don’t stop I’ll have to ask you to leave.”
“That is all the help I can give you right now.”
Other suggestions that have worked?
PATRONS WITH COMMUNICATION PROBLEMS
◦ Repeat
◦ Verify
◦ Write
◦ Speech issues– Wait for them to finish
Do not interrupt
If stressed, may need to come back to release tension
◦Autism
SUCCESSFUL ENCOUNTERS
Tips for Challenging Situations
Examples of Difficult Situations
SUCCESSFUL ENCOUNTERS
Tips for Challenging Situations
Leslie Nord – Branch Manager – Lackman/DeSoto◦[email protected]◦913.826.4602
Jennifer Mahnken – Associate Director for Branch Services◦[email protected]◦913.826.4706