Download - Dream services for nightmare patrons 2012
Dream Services for Nightmare Patrons
Using this software
• Microphone• Raising your hand• Green / Red X• Laughing / Clapping • Stepping out
• Text chat• Audio• Full Screen• Exiting
Objectives
• Understand difficult situations that may come about in the library environment
• Apply excellent customer service principles when dealing with angry patrons
• Be empowered to handle more serious issues that can affect overall comfort and safety in the library environment
Nightmares: a discussion
• Take a few minutes to share some of your nightmares
• Not every detail, but types of situations you have worked through
• Example: “Group of patrons organized a game of tennis with real racquets/balls in the government documents area”
Nightmare patron types
• “You’ve got it, why won’t you let me have it???” • “I was told….” • “I KNOW I turned this in last week, it had a blue
cover!” • “You’re my captive audience, I’m going to make you
my psychologist for the day” (psychologist might also be “personal researcher,” “confidante,” etc.)
• So, um, where are your books?”• “My son’s science project is due tomorrow, I’m here
to do the research for him while he’s at soccer practice”
• Infinitely more, including the procrastinator
Deeper nightmares
• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons
Finding solutions
• Irate Patrons
• Deeper nightmares
• Policies
• Training with scenarios
Dealing with irate patrons
• “Problem patron” or “troubled librarian?”
• Progression:– Disappointment– Frustration– Anger
• Don’t let patron anger stand inthe way of good customerservice!
What did they just call me?
• Address them formally• Call them on it – confront the
behavior• Tell them how it makes you feel• Their behavior affects the service
you could provide• Ask for cooperation
Defusing anger
• Set the tone• Breathe and
count• Treat patron with
respect• Listen• Acknowledge
and validate
• Focus on problem• Concede a minor
point• Avoid red flag
words• Don’t argue• Disagree
diplomatically
Defusing anger, cont’d
• Don’t justify• Avoid one-
upsmanship• Apologize• Use bridge
statements• Define the
problem
• Use the Salami Tactic
• Take your time• Be assertive• Don’t make idle
promises• Involve a
colleagueRubin, Rhea Joyce. Defusing the Angry Patron. New
York: Neal-Schuman Publishers, 2000. p45.
All in all, needs are simple
• Recognition• Understanding• Importance• Comfort• Complaint handling
Policies
• Must be reasonable
• Must be enforceable
• Must relate to the big picture
Four tests of a legally enforceable policy
It must:• Comply with current statutes & court
cases• Be reasonable• Be clear• Be applied without discrimination
Sample public policies
• Boston Public Library• http://www.bpl.org/general/policies/
– Well organized– Different policies well defined
• Marriott Library, University of Utah • http://www.lib.utah.edu/info/policies.php
– Well organized (LibGuides)– Love heading “Patron Responsibilities”
Policies vs. judgment calls
• Know your policies• Apply your policies
BUT
• Don’t let your policies stand in the way of good customer service!
Deeper nightmares
• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons
Recognize potential threats
• Problem patrons– Vandalism– Noise – Theft– Violence
• Weapons • Sexual predators
Potential threats
• Family issues – Divorce/break up– Domestic situations
• Hold up• Bomb threat • Terror• Stalking
Handle with care
• Know when to call police/security– Moreover, feel empowered, as a staff
member, to do so without negative repercussions
• Become familiar with agencies in the community that can help– Maintain a list of these agencies at service
areas– Create partnerships that work
• PLCMC—Social workers visit the library once a week
Employ sensitivity and understanding
• Bathing in the restroom?– Address it, but let her finish—she’s
preparing for the job interview that could get her back on her feet
• Going crazy and cursing everyone out?– A perfectly normal, gentle man with a
blood sugar issue
Training with scenarios: what would you do?
Scenarios
• A patron slams the mouse and keyboard around on a public computer and mutters something about “…poor library service.”
• You find a patron bathing in the restroom
• After asking a teenager to be quiet, she tells you to “like…go shelve a book or something”
Scenarios• It is time to close the building, and an
unaccompanied 8 year old child asks for a ride home
• A homeless patron’s personal odor is offensive to everyone in the building
• A man in the building approaches women trying to do research to “chat them up;” there have been several complaints
Thank You for Attending!
Questions?Questions?• Professional
Development• 1.800.999.8558• Web: lyrasis.org
•e-mail: [email protected]
Welcome Back!
• Day 2• Let’s get situational!
Opening
• Prior to opening, only authorized library staff should be allowed in the building
• Never count money in the open, in front of patrons (get that done before opening!)
• Make sure that all exterior doors are locked after entering
• Lock “staff only” areas at all times • General announcement after doors are
open--avoid surprises at service desks!
Closing
• Double check all stacks, bathrooms, public areas before locking the building
• Make periodic announcements that the library is closing; or walk around and let people know
• If you had a problem patron (potentially refusing to leave at closing) phone the Police before initiating closing procedures
• Security in numbers, leave in groups if possible or call an officer if you cannot
• Never make bank deposits in the evenings/after hours
Working Alone (or with minimal staff)
• Avoid this situation if at all possible• Keep your duties to a minimum • Increase your awareness• Never admit to being alone
Enforcing policies
General guidelines
• Surface to air missiles—last resort• Identify yourself as staff member• Firmly point out observed behavior• Explain/show policy, policy
documentation• Introduce consequences • Speak assertively, not
argumentatively
Remember!
• Well established, well documented policies back us up in these situations
The homeless
• For many, the library is a warm, welcoming environment
• Difficult situations, however, do arise:– Mental health– Body odor – Conflict
Things that help
• Mental health—many libraries have partnered with local mental health agencies
• Occasional on site presence from mental health professionals to offer preemptive assistance
Odor
• Trend in libraries is to ask those with extreme odor to leave
• “I don’t know if you’re aware, but your odor is distracting others who are trying to read or study.”
• “We welcome you to use our library any time, however, we have to ask you to leave until you resolve the problem”
• Additionally, recommend local agencies that might help—a place for a meal and a shower?
• Legal precedent—Morristown, NJ passed an ordinance to keep a homeless man who smelled out of the library. The man sued and won, but the verdict was overturned in federal court on the premise that a library has a right to keep away patrons who constitute a nuisance (1992).
Odor
• here are some great places to go to get a shower, come back after you’ve done that, we’re happy to have you, but right now you need to go and clean up.”
– This policy can be about odor broadly. It’s just as much about strong perfume as body odor!
Tone
• Non-judgmental• Factual • Even tone of voice, friendly• Make eye contact• Avoid negative body language
Drugs/Alcohol
• “Under the influence”– Observe (if possible, alert other staff
members)– If person is erratic, harmful, or
disruptive notify authorities – Complete incident report, monitor future
behavior
Dealing
• If suspects are in building, contact authorities immediately
• Wait for police presence• Take note of actions/appearance of
suspects• Complete incident report so others
are informed
Suspicious behavior/drug paraphernalia found
• Do not touch it• Contact authorities• If substance is not connected to an
individual or crime, look to authorities for disposal instructions
Firearms
• If illegally in building, alert other staff• Do not approach the person• Call authorities • If threat seems imminent, get people
to safety/evacuate
Cell phones
• Changing landscape• People access library services/research
on mobile device• Decide on library policy—silence? Ban?• Most libraries have room for quiet
space and talking space• Phone conversations/noises call still be
annoying!
Cell phone…conversations
• “You may not be aware that the sound of your voice carries and is disturbing others”
• “Loud phone conversations may be disturbing those who are reading or studying—keep your voice down while on the phone”
• Loud rings/ringtones can be disturbing, please silence your ringer while in the library”
Noise
• Patrons patrol themselves…a little bit• However, they do like to rely on us to maintain
quiet space as quiet
• “You may not be aware that the sound carries in here, and it is disturbing others”
• “I have had a complaint…”• “Loud noise may intefere with those who are
reading or studying. If you continue to disturb others, you’ll be asked to leave”
• Limit table size when large groups cause noise
If noise continues…
• “You were asked to be quieter earlier, and the noise level is still too high”
• “Perhaps you could break into smaller groups, or continue the conversation outside”
• “You need to be quieter, or you will be asked to leave”
Breakin’ the law…just generally
• Remain calm• Observe suspect carefully• Continuously assess the situation• If necessary, evacuate the building• Do not interfere or attempt to detain Observe details—clothes, appearance,
direction of travel, if in car, license plate
Property damage
• Library property—approach the person• Confront carefully• General property--“Excuse me, but you are
damaging library property”• Books/items— “This book is library
property. I will now have to repair the item before it is checked out.”
• Use judgment in assessing damage/contacting authorities—get patron’s information
Theft/Security gates
• Sometimes people forget—– “Did you forget to check something out
today?”– “You’ll need to leave that here if you’re
exiting the building”
Theft/Security gates
• Sometimes things don’t work properly– “The system may have missed one of your items;
let me check those again”– Check out receipts help “Do you have receipt for
items you checked out earlier? Some of them may not have been properly scanned”
– “It seems you may have placed an items in your (bag, stroller, brief case), may we check to see that all the library items you have are checked out?”
– Rules of thumb• Never force• Never chase
Fighting
• Clearly must be addressed immediately• Ideally, security personnel or police • Do not get in the middle of a physical
altercation!• If situation is critical, and you must
approach, do so with multiple staff• Engage verbally- “Stop immediately and
leave the building!—the police are coming!”
Unsupervised children
• Attempt to locate parent/guardian• Contact/Inform the parent• If parent/guardian can’t be located, call
police/security• Do NOT offer children a ride home
• “Library staff cannot be responsible for your child’s safety, please control his/her behavior”
When children cause problems
• Juvenile– “(Behavior) is not allowed—is mom or
dad with you today?”
• Teen– “You’re creating a disruption; if you can’t
respect my request to stop, I’ll have to ask you to leave the library”
– “May I have your name?”
Unsupervised adults
• Some children’s areas have employed “no unaccompanied adults” policies
• Reasonable to enforce• Parents are of course allowed without
children to get materials (i.e., sick child)
Threats
• If you are threatened, keep calm• Do not try to overpower anyone• Create a physical barrier (doors are great, chairs
work!) between you and the individual• Immediately call authorities• “Threatening behavior is not allowed in the
library. You need to leave now or you will be escorted by police”
• “Whatever your argument is, we cannot solve it this way. Please leave the building now”
Sexual misconduct
• Stay vigilant • Be aware of incidents or patterns• Maintain obvious staff presence
– Example—if someone is leering or staring or seems suspicious, work in that area. Ask that person or someone nearby if they need any help
• If specific incident occurs, note details, call police
Rolling on through the stacks-skateboards, etc.
• “<Rolling things> are prohibited in the library. There are designated parking areas outside”
Getting tough…
• It is always a sad challenge when we have to ask patrons to leave the building…
• “Excuse me, but you’ve been asked to leave the library. I am asking you to do so immediately, or you will be escorted by police”
Getting tough…
“Your behavior has caused a disruption in services for other customers, and I must ask you to leave. If you need assistance in following this direction, the police will escort you.”
If something happens--dealing with the media
• Focus on the solution• Apologize when appropriate • Wait until all the facts are in• Prepare materials • Seek legal advice before issuing any
statement• Take the high road
Thank you for attending!
Questions?Questions?• Professional Development• 1.800.999.8558• http://www.lyrasis.org
• Russell Palmer• [email protected]
Thank You for Attending!
Questions?Questions?• Professional
Development• 1.800.999.8558• Web: lyrasis.org
•e-mail: [email protected]