© Copyright 2009 DifficultPeople.org & MetaCoach LLC Successful Encounters: Tips for Challenging Situations.

© 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◦nordl@jocolibrary.org◦913.826.4602

Jennifer Mahnken – Associate Director for Branch Services◦mahnkenj@jocolibrary.org◦913.826.4706