1 Debra Jones MLIS 7200 Spring 2011 Case Study Dealing With Difficult Library Patrons Introduction Dealing

with difficult patrons is a never-ending topic among library staff, especially those working in public libraries. Every staff member dreads having to deal with a problem patron, but these occurrences in libraries are unavoidable. In reality, the number of problem patron situations is not great, but because they are challenging and often emotionally charged, they loom large in our overall experiences. While never fun, there is a way to prepare staff to handle problem patrons effectively and with confidence. This case study is intended to provide some strategies for developing the skills of library staff to work effectively with difficult patrons. Case Situation The manager of my project library has been noticing that there is an increase in patron complaints directed to her supervisor, the Head of Branch Services. Also, in some cases, the complaints have been reported to the Director of Libraries. In most cases, the complaints are not major and should have been resolved without involving the supervisor or Director. The manager feels that these complaints reflect negatively on her management skills and her staff. The Problem How staff members respond to the patron can make the difference between worsening the situation or resolving it in an agreeable fashion. Problems need to be

2 diffused as calmly and effectively as possible in order to ensure the safety of those in the library and their ability to utilize library resources. Problem patrons affect everyone around them staff members and other patrons. The Causes The staff changes in the last six months could be the cause of the increase in patron complains. Two experienced staff members, who left, have been replaced by employees who do not have a strong background in working in the library environment. One staff member is courteous to patrons, but gets a little nervous when any difficulties arise. This employee is not very assertive and the manager always has to step in to resolve any problems. The other new staff member is courteous and assertive may be just a little bit too assertive. When problems arise, this employee can usually handle the situation. However, if the patron becomes rude or obnoxious, the employee will become angry and rude, as well. This leads to the patron not wanting to deal with the manager, but the Head of Branch Services or the Director. The manager needs solutions to better train her staff to deal with difficult patrons Solutions The first step in training staff to deal with problem patrons should be to ensure that staff are familiar with the rules or policies of the library. The policies allow staff members to have a general sense of what may and may not be done concerning problem patrons and behaviors of various types. The policies should also be available to the public as well. Secondly, it is very important that the library manager implements a training

3 program to help staff engage in diagnosis and prevention of problem situations. Effective training helps staff cope with patron behavior but also teaches staff awareness of their own attitudes and encourages them to maintain a professional manner. Staff need to know that dealing with problem patrons requires tact, firmness, understanding, quick-thinking, resourcefulness, courage, and sympathy. Finally, staff members should strive for a positive outcome all patron interactions. This requires a focused effort to achieve an understanding of patron needs and develop services that meet those needs. All stall members should be familiar with the best techniques for connecting patrons with what they need. Staff must be prepared to handle the vast personality differences of all patrons. Reference Hilyard, Nann Blaine. 2007. "Dealing with Problem Behavior in the Library." Public Libraries 46, no. 5: Library Literature & Information Science (H.W. Wilson), EBSCOhost (accessed April 15, 2011).