Working with Working with Difficult PatronsDifficult Patrons

Tri-Conference 2007Tri-Conference 2007

Leslie Nord and Ken Werne Leslie Nord and Ken Werne

Johnson County LibraryJohnson County Library

About the ClassAbout the Class

• History of “Working with Difficult History of “Working with Difficult Patrons”Patrons”

• Class Overview Class Overview

• Goals for this Session? Goals for this Session?

DEFUSE!DEFUSE!

Don’t loose your cool

Empathize

Find out the facts

Use courteous control

Stay assertive

Engage the patron in the solution

Don’t Lose Your Cool!Don’t Lose Your Cool!

Tool #1: Active ListeningTool #1: Active Listening– RestateRestate– Ask for AgreementAsk for Agreement– ClarifyClarify– SummarizeSummarize

Don’t Lose Your Cool!Don’t Lose Your Cool!

Tool #2: Practice Positive Self TalkTool #2: Practice Positive Self Talk– Focus upon the issueFocus upon the issue– Reflect and reviewReflect and review

Don’t Lose Your Cool!Don’t Lose Your Cool!

Tool #3: Avoid BlamingTool #3: Avoid Blaming– It is a time waster It is a time waster – You appear negative & defensiveYou appear negative & defensive

Don’t Lose Your Cool!Don’t Lose Your Cool!Active ListeningActive Listening

– ““Let me see if I understand you correctly…”Let me see if I understand you correctly…”

Practice Positive Self TalkPractice Positive Self Talk– ““This is a challenge, let’s see how well I can do.” This is a challenge, let’s see how well I can do.”

Avoid BlamingAvoid Blaming– ““What can we do to correct this situation?” What can we do to correct this situation?”

Other Stories?Other Stories?

Empathize with themEmpathize with them

Tool #4: Use Calming LanguageTool #4: Use Calming Language

– Lets them know you understand how Lets them know you understand how important their concern is. important their concern is.

Empathize with themEmpathize with them

Use Calming LanguageUse Calming Language

• Other stories? Other stories?

Find out the FactsFind out the Facts

Tool #5: Ask Permission to Ask Tool #5: Ask Permission to Ask QuestionsQuestions

– Use open ended questions Use open ended questions

– How, What, Why? How, What, Why?

Find out the FactsFind out the Facts

Tool #6: Share InformationTool #6: Share Information

– Explain the reasons behind a policy or Explain the reasons behind a policy or procedureprocedure

Find out the FactsFind out the Facts

Tool #7: Apologize if AppropriateTool #7: Apologize if Appropriate

– It is okay to admit that mistakes do It is okay to admit that mistakes do happen.happen.

Find out the FactsFind out the Facts

Ask permission to ask questionsAsk permission to ask questions– ““Do you mind if I ask you a few questions Do you mind if I ask you a few questions

to resolve this?”to resolve this?”

Share InformationShare Information– ““To protect people’s privacy, it is To protect people’s privacy, it is

necessary to..”necessary to..”

Apologize if appropriateApologize if appropriate– ““I am sorry this has inconvenienced you…” I am sorry this has inconvenienced you…”

Other Stories?Other Stories?

Use Courteous ControlUse Courteous Control

Tool #8: Use BridgingTool #8: Use Bridging– Brings someone back to the point Brings someone back to the point

courteouslycourteously

Use Courteous ControlUse Courteous Control

Tool #9: Disengage & BreatheTool #9: Disengage & Breathe– Give yourself and the other person a Give yourself and the other person a

chance to cool down. chance to cool down.

Use Courteous ControlUse Courteous Control

Tool #10: Refer to Supervisor or Tool #10: Refer to Supervisor or OtherOther– Shows you are taking the problem Shows you are taking the problem

seriously seriously – If refer, give them and other staff If refer, give them and other staff

complete info complete info

Use Courteous ControlUse Courteous Control

Use BridgingUse BridgingPatron: “Where have you been?” Staff: “Now Patron: “Where have you been?” Staff: “Now

that I’m here, what can I do to assist you?” that I’m here, what can I do to assist you?”

Disengage & BreatheDisengage & Breathe– ““Just a moment, let me check with Just a moment, let me check with

someone else.” someone else.”

Refer to Supervisor or OtherRefer to Supervisor or Other– ““This sounds like something my supervisor This sounds like something my supervisor

would like to know about.” would like to know about.”

Other Stories?Other Stories?

Stay AssertiveStay Assertive

Tool #11: Instant ReplayTool #11: Instant Replay– Helpful when a patron is argumentativeHelpful when a patron is argumentative

Stay AssertiveStay Assertive

Tool #12: Direct the AngerTool #12: Direct the Anger– Give them a suggestion for something Give them a suggestion for something

they can do to help change the situation they can do to help change the situation

Stay AssertiveStay Assertive

Tool #13: Selectively AgreeTool #13: Selectively Agree– Find something to agree with “in part” Find something to agree with “in part”

Stay AssertiveStay Assertive

Tool #14: Set LimitsTool #14: Set Limits– Do not let someone use abusive Do not let someone use abusive

language or violate your personal language or violate your personal space. space.

– Follow through Follow through

Stay AssertiveStay AssertiveInstant ReplayInstant Replay

– ““In understand you are upset, but I need you to In understand you are upset, but I need you to keep your voice down.” keep your voice down.”

Direct the AngerDirect the Anger– ““I encourage you to share your concern with the I encourage you to share your concern with the

manager.” manager.” Selectively AgreeSelectively Agree

– ““You’re right, the library was closed, but the You’re right, the library was closed, but the book drop was available.” book drop was available.”

Set LimitsSet Limits– ““I want to help you, but if you keep shouting I I want to help you, but if you keep shouting I

will hang up.”will hang up.”Other Stories? Other Stories?

Engage Patrons in Engage Patrons in SolutionSolution

Tool #15: Gain CooperationTool #15: Gain Cooperation– Begin your request for action with a Begin your request for action with a

statement of how the request will help statement of how the request will help them. them.

Engage Patrons in Engage Patrons in SolutionSolution

Tool #16: Say “no” Courteously Tool #16: Say “no” Courteously – Explain what you can do, instead of Explain what you can do, instead of

what you can’t do. what you can’t do.

Engage Patrons in Engage Patrons in SolutionSolution

Tool #17: Request Ideas about a Tool #17: Request Ideas about a SolutionSolution– Ask the patron for ideas on how to solve Ask the patron for ideas on how to solve

the problem. the problem.

Engage Patrons in Engage Patrons in SolutionSolution

Tool #18: Under promise & Over Tool #18: Under promise & Over deliverdeliver– Be a hero Be a hero – Follow through Follow through

Engage Patrons in Engage Patrons in SolutionSolution

Gain cooperationGain cooperation– ““To help you save time….”To help you save time….”

Say “no” courteouslySay “no” courteously– ““We will notify you as soon as we receive it.” We will notify you as soon as we receive it.”

Request Ideas about a SolutionRequest Ideas about a Solution– What could I do to make this okay for you?”What could I do to make this okay for you?”

Over promise and Over deliverOver promise and Over deliver– ““I’m calling you back because I have good I’m calling you back because I have good

news.”news.”

Other Stories?Other Stories?

Training TipsTraining Tips

• Make it InteractiveMake it Interactive– ScenariosScenarios– FeedbackFeedback

• Talk about Policies & ProceduresTalk about Policies & Procedures

• Include communication do’s & Include communication do’s & don’tsdon’ts

ConclusionConclusion• Share other customer service training Share other customer service training

programs?programs?• Evaluation formEvaluation form

Thank you for attending this session. Thank you for attending this session.

We can be contacted for more information at:We can be contacted for more information at:

Ken Werne, Branch Manager Ken Werne, Branch Manager wernek@jocolibrary.orgwernek@jocolibrary.org

Leslie Nord, IS Trng Coor, Leslie Nord, IS Trng Coor, nordl@jocolibrary.orgnordl@jocolibrary.org