Managing Difficult Patrons with

A LE@D Course

Tips and

Highlights from

ObjectivesObjectives::•Apply a variety of communication techniques to positively manage various problem patron situations.•Apply a number if coping techniques to be able to maintain composure in stressful problem patron situations.

•Determine when the problem patron cannot be satisfied and to whom and how to communicate such problems.

•Decide when to call for security or the police.•Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations.

ObjectivesObjectives::•Apply a variety of communication techniques to positively manage various problem patron situations.•Apply a number if coping techniques to be able to maintain composure in stressful problem patron situations.

•Determine when the problem patron cannot be satisfied and to whom and how to communicate such problems.

•Decide when to call for security or the police.•Assist with reviewing, revising and/or creating library policies that address a variety of problem patron situations.

What is a “Problem Patron”?

Positively managemanage problem patron situations

• Be Prepared: Establish policy procedures for handling difficult patrons.

• Be Effective: Enforce rules equitably and keep Comment Cards available for patrons.

• Create a better patron environment: Identify and address situations that lead to patron dissatisfaction.

How

To:

Positively managemanage problem patron situations

• Ask the patron, “How may I help you?”

• Listen carefully, don’t react emotionally.

• Demonstrate interest in what the patron is saying.

• Allow the patron to finish explaining the situation.

• Assess, in your mind, what the patron really wants or needs.

How

To:

CopeCope in stressful problem patron situations.

• Remember YOU are in control of the situation.

• Prepare mentally – Take a deep breath– Speak slowly in a calm tone– Be courteous and respectful– Don’t take it personally

• Don’t touch the patron

• Assess the situation and respond accordingly.

How

To:

RespondRespond to the patron

• Acknowledge the situation and the patron’s feelings.

• Paraphrase the patron’s concern.

• Explain any policies that address the issue.

• If you can solve the problem now, do so.

• Follow up

How

To:

Follow upFollow up with the patron and the supervisor

• Thank the Patron.

• Restate how you will address the situation.

• Document the incident.

How

To:

When all else When all else fails:fails:Abusive language or behavior should never be tolerated.If the patron continues to cause a disturbance call security.If you feel threatened or sense danger call for security.

When all else When all else fails:fails:Abusive language or behavior should never be tolerated.If the patron continues to cause a disturbance call security.If you feel threatened or sense danger call for security.

Mentally Ill Disruptive Patrons

• Most mentally ill people are not problem patrons.

• In a problem situation:– Remain calm.– Never touch the patron.– Be firm and assertive– Ask them to stop the inappropriate behavior– If necessary seek assistance

• Get training.

Things To

Know:

Anger• The angry patron generally wants to be

heard.

• Anger is a secondary emotion stemming from something else.

• Be calm, authoritative and rational when speaking to an angry patron.

Things To

Know:

Teen Patrons• Normal teen behavior can seem disruptive

in the library setting.

• Being a teenager is a group activity.

• If possible, find teens a space where they can communicate and share ideas.

• Teens who enjoy the library will bring their friends.

Things To

Know:

Useful Tips for Specific Situations

Angry Patron• Speak calmly• Ask questions and

paraphrase the issue• Try to resolve the

problem• If nothing can be done,

restate the current policy and share problem with a supervisor.

• Get patrons information for follow up.

Disruptive Patron• Approach the patron.• In a friendly way, ask

them to stop the behavior.

• Explain the conduct policy.

• If they continue, follow library procedure for non-responsive patrons who cause disruption.

Oblivious Parent• Approach with a friendly tone of voice.• Point out the child’s behavior and let the parent know

you are concerned for the child’s safety.• Ask the parent to keep an eye on the child.• Thank them for their cooperation.

Cell Phone Talker• Post “No Cell Phones”

signs where patrons can see them.

• If signs don’t help:– Ask politely that they

silence or turn off the phone.

– Ask them to finish the conversation outside.

Conversationalist

• Ask “Is there anything else I can help you with today?” If that does not end the conversation:

• Say you must assist another patron.• Turn away.

• Always respond in a calm and pleasant voice.

• Listen until it is appropriate to interrupt.

Hygienically Challenged• A little tricky• Policy is ESSENTIAL• Explain that they are

welcome in the library as long as they are hygienically clean.

Sleepers

• Gently awaken by asking if they are alright• Explain library policy prohibits sleeping• State something like: “You are welcome to use the

library and its resources as long as you are awake.

Internet Porn Voyeur• Each public computer posts

an acceptable Internet Use policy that the patron agrees to when they log in.

• Ask the patron to immediately cease what they are doing.

• If they continue, ask them to leave.

• If they don’t, call security.

Politically Connected• Treat similarly to an angry

patron.• Focus on the issue and try

to resolve it.• Don’t be intimidated.• Be professional and calm

– If the patron states they will go to the mayor or media, so be it.

• Document the event and give it to your supervisor.

Know-It-All• As always, remain calm

and professional• If possible, be sure to “cite

the sources” of any information you provide and check two sources if possible.

• If the patron continues to challenge, state that you have provide answers from reputable sources.

Weirdo• Remain calm• Approach patron in a

non-threatening way• Ask them to not disturb

the other patrons.• If they do not respond,

seek assistance from security.

• Never touch the patron.

For Directors For Directors and Supervisorsand SupervisorsCommunicate with Staff

Communicate with Staff Communicate with Patrons

Communicate with PatronsProvide TrainingProvide Training

Establish Policy and ProcedureEstablish Policy and ProcedureEstablish Parameters for StaffEstablish Parameters for Staff

For Directors For Directors and Supervisorsand SupervisorsCommunicate with Staff

Communicate with Staff Communicate with Patrons

Communicate with PatronsProvide TrainingProvide Training

Establish Policy and ProcedureEstablish Policy and ProcedureEstablish Parameters for StaffEstablish Parameters for Staff

Conclusion

• Keep calm, be courteous and respectful

• Don’t take it personally

• Listen

• Identify options and alternatives for resolving the issue that satisfy the patron and uphold library policy.

• Talk about problem patron situations at staff meetings.