Questions for Discussion

Dealing with Difficult People

Soaring to Excellence

1. A. How has your library’s service population changed in the last decade?

B. How have these changes affected service encounters in your library?

2. What is a “difficult user” in today’s library?

3. What is a “difficult coworker” in today’s workplace?

4. What are things that the library does that cause stress for library users?

5. What situations create friction among coworkers?

6. When dealing with a difficult user or coworker, what are effective

communication techniques?

7. What skills do you feel you need to cope with today’s library users?

8. What skills do you feel you need to work effectively with your coworkers?

Various library workers were asked the following questions for this teleconference:

1. What is a difficult or problem user in today's library?

2. What is a difficult or problem coworker in today's workplace?

3. What are things that the library does that cause stress for the user?

4. What works well when dealing with a problem patron?

Consider communication techniques and alternative solutions.

5. What works well when dealing with a difficult coworker?

Consider communication techniques and alternative strategies.