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.
Building relationships and putting “pennies in the cup” will make a difference. Our training taught us that it takes five good interactions to counteract one negative interaction. On a Wednesday, as the library’s energy increased with the after-school crowd, a large group of student walked past the Reference Desk. Peg took a moment to establish eye contact with two of the girls, and said, “It is nice to see those big smiles on your faces today.” The girls nodded at Peg. If that group had become boisterous later in the day, it would have been easier for Peg to approach the group and talk with them about their behavior in a friendly, conversational manner because she had established a rapport. If the group didn’t have any problems, she promoted equal access to library services AND she added “pennies to her cup.” Good work, Peg!
https://my.nicheacademy.com/johnstonlibrarystaff/course/1558/lesson/7370