Difficult Patrons - Kansas Library Association

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29 Νοε 2013 (πριν από 3 χρόνια και 8 μήνες)

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© 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 INTERACTIONS


Angry Patrons

What makes a patron angry?



Fines or claims returned items


New or changed policies


Library staff has asked someone to stop doing something


Can’t find their hold


Inconsistent service


Upset with another patron behavior


Some personal crisis


Anger management issues

PATRON
INTERACTIONS

What makes patrons challenging?

What words describe a difficult patron?

What will we do to avoid that patron?

Abrasive


Irritating


Aggressive

Annoying

Demanding

PATRON INTERACTIONS


Why do difficult patrons make us
uneasy?


Librarians like helping people


We feel guilty


They are not predictable or logical


They are used to drama


They reject us


What else?


DIFFICULT PATRONS

How do we react?

What is our response?



We avoid them


We are quiet or unfriendly


We are abrupt/rude


We try to be overly
-
friendly


We are stressed


tend to make more mistakes


We 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 them


Use positive Self
-
Talk


Gossiping 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 parts


Use concrete terms


They are easily stressed


Use patience


Change is hard


MENTALLY
CHALLENGED PATRONS

Their 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


nordl@jocolibrary.org


913.826.4602



Jennifer Mahnken


Associate Director for
Branch Services


mahnkenj@jocolibrary.org


913.826.4706