Useful Phrases for Library Staff

Dealing with Difficult People

Soaring to Excellence

"I can see that you are upset by this situation."

"I can relate to that."

"I would be irritated, too."

"You have a point..."

"That's an interesting idea..."

As you seek solutions to a problem situation, use comments like:

"I can help you look for that."

"Let me explain how it works."

"Let's consider some alternatives to help you in the meantime."

Turn a Negative into a Positive

Instead of saying...

Try saying...

"You can't..."

"It's not our policy..."

"You have to..."

"You don't understand..."

"I'm not allowed to..."

"You can..."

"Usually we..."

"It would help if you..."

"Let me clarify..."

"The best way I can help you is..."