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-BasedTools success story (or challenge) you would like to share, please email Molly.
Slow Down: Slow is smooth, smooth is fast.
Dealing with a difficult patron or situation can be stressful. By slowing down and taking time when you approach a stressful situation, you can save yourself time (and stress) down the road.
Library Example:
The other day kids were hitting each other in the Youth Computer Lounge, my normal reaction would be to get up, walk quickly over to the situation and stop the situation as fast as possible. When I do this, I usually ramp myself up and the situation doesn’t go as smooth as I would like. Instead, I slowly got up from the Youth Services Desk, calmly walked over to the situation, and was able to address the situation much more calmly than I would have otherwise. This also gave the kids a chance to stop and react to me coming over. By the time I got to the Computer Lab, they had stopped hitting each other, had gathered their belongings, and were heading out all on their own. The discussion I had with the kids was calm, smooth, and fast!
Remember: Slow is smooth, smooth is fast.
Ryan Dowd tip:
https://my.nicheacademy.com/johnstonlibrarystaff/course/1558/lesson/7384