Special Interest Group Archive: Library Support Staff 02/04/2020

Everyone here loves reference

What is anger and why does it exist?

• Entitlement
• Unreasonable expectations
• They don’t realize there’s a process we need to follow
• Anxiety
• People who don’t think the rules apply to them

Notalwaysright.com

What’s the worst thing you’ve said to a patron/coworker while trying to resolve a conflict?

• You need to listen
• Information I could have used yesterday
• I thought you said you were fixing this
• I don’t respond to bribery
• …and?

Strategies we can use to diffuse a heated situation

• Active listening, explaining back what the person said
• Setting the tone for how the interaction will begin
• Be interested, make eye contact – don’t be distracted
• Explain what you’re doing and why you’re doing it.
• Listening with empathy
• Try to avoid “you should” statements

Use this group to build a perfect manager…

Library issues

A person who is never wrong, and builds up other people to be on her team, the person lies and manipulates and cries to get out of problems.

Bring a solution along with you

“I’m more qualified than you, I should have your job!”
“We have policies in place that dictate how much training you need” – keeping your voice calm and sticking to the policies, avoiding the “you” statements – all diffuse the scenario.

Constant interruptions, irrelevant comments

If you have a suggestion – just say it! What do you want me to do here?