How can you maintain a positive attitude when dealing with difficult library users?

My favorite mantra for public service: "Be kinder than necessary because everyone you meet is fighting some kind of battle.” (J. M. Barry) We never know what is going on in another person's life. Never take it personally, but try to assume that the person in front of you may be having the worst day of their life. Your kindness may be sorely needed.

What's helped me in my 10 years of working in the public library setting is to never make any assumptions about the patron. You never know what's happening in their lives, and they are all using the library to either address a need that's tied to their daily lives or to help somebody else do so (caregivers and their young ones). Starting with an open-ended question (ex. "How can I assist?" or "What's most important to you right now?") encourages the other party to express their needs without fear of judgment or reprisal. Active listening and summarizing the roots of their concerns lead to clearer understanding of how we can assist or who we can direct to them to that can assist. There is no one-size-fits-all solution for everyone.

Library users are obviously placed at the center of every activity carried out in the library or information center, therefore, the need to understand and quench their information thirst cannot be overemphasized. Even when they cannot properly express their information needs, it is the responsibility of the information professional to communicate clearly with them, comprehend their information needs, display the highest level of empathy and proffer solutions to these varying information needs... After all, the joy of any Information Professional is being able to provide solutions to the information needs of information users

Always smile and remember... Whatever is your problem, library is a good place to be .... And as Lauren Ward mentioned..... "Libraries always remind me that there are good things in this world."

Listen to the users need. Any user is important to a library professional. Difficult or easy user cannot be a predetermined factor. It depends on the mood, time and environment for both the user and the professional. A Library Professional should be sensible to handle users as per their needs and refer to colleagues if and when required.

Also, be aware of what policies and procedures are negotiable depending on the situation. In my system we are allowed to make exceptions for people based on need.

A major component of this is ensuring that you are keeping up with your policies and having frank conversations with your board and/or administration about the trends in the community. The director needs to have feet on the ground and know what the employees are handling; if they are in their office in the back all day, they can't actually represent the situation and adequately advocate for the employees. Policy isn't fun, but it is important. Consistent enforcement of a policy made with an eye to equity for the community is essential to limit stress for both staff and patrons coming to your location.

As obvious as it may seem, library policies are documented for a reason: So employees (and patrons) may refer to them when there are situations with disagreement. On a typical day, I catch patrons in the act of eating and drinking beverages (excluding water) in the children's room. When addressing them, I always make sure to explain why their conduct isn't acceptable, citing our policies. Equally important is giving them options. In this example, I tell them that they may eat in the cafe first floor in the "cafe" or they must finish all food and drink before entering the children's room. A quick explanation of the said behavior and alternatives defuses conflict.

From a community college library point of view: I have rarely had to refer a patron to a supervisor. Most of the time, the individual will eventually understand or leave. It is important to remember that we all have a our bad days. In some cases, an exception can be made to help the person solve a problem (in other words, the need overrides the point of the policy).

In my personal journey of receiving training in effective workplace communication, a memorable piece of advice from my instructor lingers in my mind. She emphasised the importance of bridging the communication gap, especially when the speaker and the recipient find themselves metaphorically on opposite sides of an ocean. Her analogy conveyed the notion that it's not just about stating policies; it's about constructing a bridge, traversing it, and actively working to bring the recipient to the same side. This insight underscored the value of not only articulating policies but also investing a few extra minutes to ensure understanding by providing context and rationale for why things are structured the way they are.

Library staff do not get paid enough to put themselves at risk. Utilize the resources you have in your community if there is any fear of physical assault coming from a patron. It's a good idea as a library leader to have as close of a relationship with local law enforcement as possible. If you can get the library on a regular schedule of visits just on daily patrol it goes a long way to discouraging dangerous behaviors. We don't want it to be unwelcome for the patrons and the members of the community should feel that they are being kept safe, not watched. However, having no sort of security plan hurts a large part of the community as well and makes the institution less welcoming for families. Generally, security guards are not the answer.

Tengo unos diez a?os de experiencia y la práctica me ha permitido saber que el autocontrol, los gestos, y el tono de la voz, pueden hacer que los usuarios actúen de una forma u otra. Pero a veces no podemos controlar ciertas actitudes de algunas personas y que tomárselo con cierta resignación e intentar mejorar en aquello que hayamos podido fallar.

Never take anything personally and learn how to de-escalate certain situations or conflicts. Avoid over-reacting and be empathetic and non-judgmental.

I have found in my experience that most who come with issues are dealing with life "outside" the library. The best thing to do is treat each person with respect, LISTEN without interruption, and really hear what they are trying to convey. More times than not, the end result has been positive- even if it is not the outcome they would like. Remember, the attitudes/anger/issues are not personal attacks against you- it is a conversation, NOT a confrontation.

This gets easier with more experience. After working in public libraries for 20 years, I have heard every insult or excuse in the book. Sometimes people don’t mean what they say.

Every user comes to the library with a different perspective of expectations. Some may be grumpy. But treat every person in the same way- with the same respect and calm demeanor you would like to be treated. You are providing a service, and although some people can be very demanding, you have to remain professional and collected at all times. You are representing the library, and you want to make sure in a bad situation that you try harder, so the patron leaves satisfied. As a library professional we may have to keep one thing on the top of the mind that, “Customer is always right”.

Something that has helped grow my resilience when dealing with difficult customers is simply remembering that they're human. I do my best to approach our patrons as people first, rather than a problem. In almost every interaction that I've wished I could have differently, I always think I could have done a better job of being focused on them as a person - speaking plainly and calmly, rephrasing questions that I didn't understand, acknowledging that they are frustrated and apologizing for being a part of that frustration in my efforts to help, empathizing with the difficulty they're facing. Most of the time, I'm just a small part of their bad day, bad week, or bad string of poor service they feel they're receiving.

It is always worth reflecting on how an interaction could have played out differently. Did I talk enough or should I have said very little to a person? Should I have called security earlier or not called at all? If there was a misunderstanding in communication maybe an apology is in order. It is important that staff are aware of all such incidents and work as a team. In some cases, the patron could speak with another staff member to resolve a problem.

From my experience, I always respect the user and try to understand from where they are coming, their behaviour, and their learning styles.

Keep a notebook in which to record new information, resources or approaches to situations as they occur. It's helpful to reflect on interactions and ask yourself what went well, where can I improve, but be wary of your inner critic taking over and trying to keep a balanced view, as hard as that can be sometimes. If you get stuck in negative thought loops, perhaps ask for an outside perspective from a team member or your line manager. Sometimes we don't see things we're in clearly because we're too close to the situation.

A few things: * Retreat and take a break * Have another staff member take the desk * Speak with security to get a fuller picture of the incident? * Talk with a colleague that you trust * Work on a completely different task * Take a brisk walk * Time heals - it may seem very upsetting at the time, but it will fade.

Deliberately schedule things in your life that are restorative for both mind and body. Self-care isn't always fun, but making sure you have enough sleep, nutrition, hydration, and relaxation makes everything work more smoothly. Regular therapy or counselling to process difficult workdays and how your past, your relationships, and your environment set up you to succeed or fail when managing stress. Ensuring you have set good boundaries and have a work/life balance that works for you most of the time is ongoing labour.

One thing I have found helpful is keeping a "Warm Fuzzies" box; it is full of thank-yous and notes of appreciation I have received throughout the years. I will pull it out and look through the notes when I need a pick-me-up. It is a reminder that my days are full of more good than bad and those are the moments that matter.

Share your experiences to other team members in your group, what went right and wrong. Go for walks Or enjoy the gardens nearby.

Exercise is highly beneficial. And it does not have to be a formal group fitness class. Even walking and dancing do boost mood and get your blood flowing.

At the end , readers are the reason we do what we do as librarians or knowledge management professionals . Keeping in mind , things could be difficult for first time user's is always the key .

One thing I've found helpful is to remember that people are usually frustrated with the situation, not with you. Remembering this can help you remain positive in the interaction. I've also found that assuring people you're there to help can help calm them down and feel supported in their time of need.

Sometimes they are not difficult library users, but the library is difficult for them to use. Understand the difference and proceed with a reference interview to allow the user to go more into detail. Oftentimes the user may suggest a prudent policy or method of improvement to implement.

Having a growth mindset is part of librarianship. To maintain a positive mindset while dealing with a difficult user, Library professionals must welcome diversity and inclusion. Keeping in mind that people can intentionally break rules will help you absorb unpleasant situations. Moreover, it is good to employ strategic forms of communication skills to fit into the needs of a difficult user.

Being curious and genuinely understanding the person’s perspective is very important. This can be done by asking open questions and then listening to the response. Many unpleasant customer encounters can be avoided and turned around by having this mindset.

Consider being intentionally positive. Don't leave compliments unsaid. Find the joy in serving others and don't add to the drain that drama can cause after a difficult interaction. Let it go. Stay humble. And, be proactive by meeting people's eyes and smiling to welcome them to your library.

Compassion and empathy is what I have learned from our social worker. We never know what people are going through. Having this mindset helps to be patient and positive during these difficult situations.