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.
When Sergeant Agan presented about de-escalation, he talked about how personal respect is earned but professional respect is given.
We will occasionally have unpleasant encounters with people. Do not take it personally if a library user does not treat you with respect. It may be a cultural misunderstanding. He/she/they may be dealing with stress or trauma.
When we do enforce the Library’s conduct policy, remember the Platinum Rule that Sergeant Agan shared: Treat others as you would like to be treated under identical circumstances. Library users get our respect when they are showering us with praise and they get our respect when they are being escorted out of the building.
In this clip, Ryan Dowd shares about cultural differences in how respect is earned or given and how that can cause conflict between library staff and library users from a lower socioeconomic status.
https://my.nicheacademy.com/johnstonlibrarystaff/course/1558/lesson/7360