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Strategies for Dealing with Difficult Patrons

Dealing with Difficult People

Soaring to Excellence

 

Libraries:

  • Set clear policies concerning these issues.
  • Provide training for library staff.

 

Library staff:

  • Listen effectively to understand the issues presented by the patron.
  • Keep an open mind to understand all points of view, whether you agree or not.
  • Speak in a manner that shows you understand and care.
  • Give a clear response that the patron can easily understand.
  • Use active listening skills.
  • Offer the patron alternatives.

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