Banish "Problem Patron" from your vocabulary slides

Banish “Problem Patron” From Your Vocabulary

Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com


After this webinar participants will • Discover how they may be contributing to bad

behaviors in the library • Learn how focusing on the behavior rather than

the person changes the dynamic • Create a more inclusive vision of customer service

that serves both patrons and staff • Be aware of tools available to assist in working with

various customer types

Objectives


Time to do some work on your own.

Time to share your observations and, or stories.

Writing it out in a word processing program then pasting it in the comments makes it easier and faster.


Write down your ‘problem’ patron, their ‘nickname’ and why they are a problem. Make sure to leave room for notes.

Beyond Customer Service



Customer Service


Needy/helpless Miserable Blameless Entitled Angry Disrupting Boundary pushing Mentally ill Criminal behavior


potentially harmful to you or other persons? damaging personal or public property? showing obvious distress? indicating they are under the influence of alcohol or drugs? increasingly belligerent and causing an obvious disruption?

Is their behavior . . .

Then you need to call security, medical assistance, or law enforcement.

What is most Helpful?


a) Avoiding the individual. b) Creating policies to address

the ‘problem’. c) Putting up with the person

to avoid conflict. d) Determining the basic

issue and getting them help.


Partner up for training with experts: • Mental health practitioners • Security companies • Law enforcement • Health practitioners • Educators • Legal experts


Look at your ‘problem’. Determine whether they have crossed a line and require intervention.

Not sure? Ask in the comments!


Needy/helpless Miserable Blameless Entitled Angry Disrupting Boundary pushing Mentally ill Criminal behavior


Problem Patron How does this change your attitude?

Your focus? Your actions?


Problem Patron is basically a conflict between each person’s needs, desires, concerns, and fears


It’s not the

person, it’s the

behavior.

How does the

label help?


What does the label do?


Defines the person before others get a chance to see for themselves.

Determines your attitude and demeanor before you even know what they want.

Leads to viewing similar people/groups the same way.

Creates a bullying culture.


Threatening, imperious, pressuring, intimidating, aggressive, harassing.

Discrimination


Library Marketing


For the next few slides, note what you think applies to your ‘problem’.


What is the Behavior?

Devoid of the personality, what is the behavior?


What is driving the Behavior?

What could be the source of that behavior?


What are you doing to contribute to the Behavior?

Is your reaction/action contributing to the behavior?


What can we CHANGE?

What can you do to eliminate the cause of the behavior?


What can we

CHANGE?


Create Boundaries


You let one person do it because you like them, other people see it and wonder why they can’t.

Playing favorites


Ignoring, shutting out, singling out, separate, judge, neglect.

Discrimination


Soft Skills Training: • Listening • Communication styles • Conflict resolution • Learning styles • Time management • Emotional intelligence


Check your notes. Did anything ‘pop out’ for you and your situation? What can you do the next time this person or group comes in?

Anything you want to share?


Of course there is always this person . . .

Intellectual Freedom & Collection Management ©2014 Melissa M. Powell/Bibioease.com

Handouts • Resources for Learning More • Behavior Checklist • ASCLA Tip Sheet: People with Mental Issues: What you need

to know. • PDF of Slides

Banish “Problem Patron” From Your Vocabulary

Banish "Problem Patron" from your vocabulary slides

Education

Transcript of Banish "Problem Patron" from your vocabulary slides