College of DuPage Press Creativity and Learning  
       
 

Program Outline

Dealing with Difficult People

Soaring to Excellence

 

1. Understanding influences on user and coworker behaviors.

a. Influences on users

i. Expectations

ii. Convenience

iii. Stress

iv. Library policies and procedures

v. Communication

b. Influences on coworkers

i. More diverse customer needs and populations

ii. Workload

iii. Staff learning needs

iv. Library policies and procedures

v. Communication

 

2. Defining “difficult” in today’s library.

a. Continuum of behaviors

b. Irritating vs. problematic

 

3. Exploring strategies for responding to difficult situations.

a. Reviewing problem patron behaviors

b. Understanding limitations

c. Removing barriers that cause conflict

d. Practicing good communication

e. Developing staff skills

f. Managing your own behavior

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