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Most difficult situations are caused by people who are frustrated with the system, not with you as an individual. Do not take a user's anger personally. Help them deal with "the system." You are on their side. You want to help them within acceptable limits. Be positive. Don't let your body language be confrontational. |
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Your best strategy is to be calm, in control and to listen very carefully to what the person says. Assume that they are telling the truth. Let them say everything they need to say without interruption. Focus on them. |
| Only then ask questions if you need to clarify the issue so you know exactly what the problem is. Don't jump to conclusions. Don't imply that they are wrong, foolish or in some way deluded. Have you ever called a help line and had the "expert" treat you as stupid? |
| Try to solve the problem. Tell the user what you can do for them. Think of creative solutions. Offer alternatives. Make calls to others who might be able to help. Make a positive effort and the library user will appreciate your work, even if it isn't totally successful. |
| If the frustration is caused by misinformation from the library, correct the information and apologize. No guilt on either side; just a mistake. |
| If the frustration is caused by the library's or your department's rules, explain the rule and show them a written policy if you can. Explain the limits of your authority, and if necessary, refer them to someone in a supervisory position. Provide a name and phone number if the supervisor is not immediately available. No guilt here either; you are following the rules. |
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You are not expected to break any rules in order to placate an angry patron. Nor are you expected to submit to verbal abuse. |
| If you feel that the situation is dangerous, or feel threatened in any way, leave--get a supervisor or call 511, the emergency number of Campus Police. |
This page resides at http://library.southalabama.edu/training/difficult.html
Modified on 11/05/03 js
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