To continue to build on the training Ryan Dowd training, we will be sending weekly tips on using Empathy-Based Tools to provide customer service and manage behavior in the library. Please remember that Ryan Dowd focuses on those experiencing homelessness, but these tips are applicable for most challenging patron interactions. If you or a co-worker have an Empathy-Based Tools success story (or challenge) you would like to share, please email Molly.
Be Calmer and Position Yourself as an Ally
· When I have interactions with patrons that I know have a history of being somewhat difficult or when it’s obvious that for whatever reason, a patron’s frustration is growing, I try to remind myself to take a couple extra minutes with them to listen and be sympathetic. In the end, this ends up saving me time.
· Ex. A patron is growing increasingly upset and starts to get louder. They are upset because they believe that something that should be available for them is not and it is the library’s fault.
o If possible, address the person by name. Treat the person with respect but not fear.
o Stay calm. Do not let the person’s emotion rattle you. Remind yourself that this is not personal. This patron has a problem and they need help solving it.
o After they explain the problem, express sympathy that they are in this situation. “Ugggh. I’m so sorry that happened. That is so frustrating. Let me see what I can do to figure this out for you.”
· Remember to breathe. Nothing is personal in your interactions with patrons at work. Your job is to help patrons navigate the library system. If a person expresses frustration, recognize that they don’t know how to solve the problem on their own. When you make it clear that you are interested in helping them figure out a solution, tensions usually, not always, ease.
Ryan Dowd Tip: https://my.nicheacademy.com/johnstonlibrarystaff/course/1558/lesson/7398