Dealing with difficult people
-
Upload
kai-williams -
Category
Education
-
view
1.135 -
download
2
description
Transcript of Dealing with difficult people
DEALING WITH DIFFICULT PEOPLE/LIBRARY CUSTOMER SERVICE
Kai Williams
WHO IS A DIFFICULT PERSON?
Someone who has a complaint Someone dissatisfied with service Gives staff a hard time Feels they have to yell or make a
scene to get what they want Doesn’t like to hear “no” Makes your job difficult
PERSONALITIES
Introvert Extrovert
Thinker
Relator
Socializer
Driver
PERSONALITIES
Thinker-”In God We Trust, All Others
Use Data”-Emotional Characteristic: Fear
(Critical)-Need Fulfillment: Information- Fear: Fear
PERSONALITIES
Relator- “If It Ain’t Broke, Don’t Fix It”
- Emotional Characteristic: Non-Demonstrative- Need Fulfillment: Security- Fear: Loss of Security
PERSONALITIES
Socializer-”Work Made Fun Gets Done”
- Emotional Characteristic: Trust/Optimistic
-Need Fulfillment: Acceptance
- Fear: Rejection
PERSONALITIES
Driver- “Be Brief, Be Bright, Be Gone”
- Emotional Characteristic: Anger
- Need Fulfillment: Results
- Fear: Taken Advantage Of
TYPES OF DIFFICULT PATRONS
Mr./Ms. Nice Guy/Girl Quiet Types School Yard Bullies Wait and See Types Mr./Mrs. Know –It-All Nothing’s Ever Good Enough Types
WHAT MAKES A PATRON DIFFICULT
Lack of good customer service Didn’t feel that their needs were
met Personality conflict Having a bad day
WHAT DO PATRONS WANT
1. Accessibility2. Availability3. Affability4. Agreeability5. Accountability6. Adaptability7. Ability
To summarize: Nice People; Easy Process
HOW NOT TO SAY “NO”
Filter-choose your words wisely
“Can-Can” rule-let them know what you can
acknowledge and what you can do
*Only time that you can say “no” is if the request is impossible or illegal*
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
Four steps to Communicate with Difficult Person
1. Establish a Direction-begin with end in mind
2. Focus on the pattern of communication
3. Be flexible4. Commit to a solution
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
Two Tips That Will Improve Communication
1. Deal with the situation regardless of how complicated or emotional it may be
2. Stick with the challenge until your message is clearly understood
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
How to Let Someone Save Face:When: The stakes are minimal, a lose-lose situation exists, or one of the parties doesn’t want a confrontationHow: Use “I” instead of “You”, avoid backing the person into a corner, give the other person a way out.
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
Three important ways to prepare:
1. Create and update policies that reduce problems and protect staff and patrons
2. Develop communications skills to handle variety of situations
3. Train all staff in dealing with difficult patrons
Note* Communication Is Critical When Managing Difficult Patrons
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
Be RESPONSIVE and not REACTIONARY1. Breathe2. Remember that they have problems
you are not aware of3. Take notes if needed4. Get help
HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS
Have Trust Say “Yes” (find ways to say yes) Give Alternatives Be Approachable Be Respectful and Kind Be Flexible Be Patient Keep it Simple- make it easy Be Positive Do the Right Thing
REFERENCES
ALA Editions Workshop (Producer). (2013). How to deliver great library customer service. [Webinar] Retrieved from https://alapublishing.webex.com
Customer service: Dealing with difficult personalities. (August 16, 2013). Retrieved online from www.kirkwood.edu/pdf/upload/838/Ap Difficult Customers.pdf
Richards, T. Dealing with difficult patrons. [PDF document]. Retrieved online August 16, 2013 from www.warrenlibrary.org/district/files/Difficult_Patrons.pdf