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Last updated on 2024年4月15日

What do you do if your library patrons are experiencing emotional distress?

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When you work in a library, you're not just surrounded by books, but also by the diverse emotions and experiences of your patrons. It's not uncommon to encounter someone going through emotional distress. As a library professional, your role extends beyond organizing books and information; it involves being a supportive presence in your community. Understanding how to handle such situations with empathy and discretion is crucial. Here are some strategies to consider when you find yourself in the midst of a patron's emotional crisis.

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Fernanda Costa

Especialista em Gest?o Estratégica da Informa??o e Bibliotecária, com habilidades em Organiza??o, Digitaliza??o e…

1 Recognize Signs

If you notice a patron exhibiting signs of emotional distress, such as agitation, confusion, or tearfulness, it's important to approach the situation with sensitivity. Your body language and tone of voice can convey a sense of calm and understanding. Sometimes, acknowledging that you've noticed they seem upset and simply asking if there's anything you can do to help can make a significant difference. It's about striking a balance between offering support and respecting their privacy.

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Elise Teitelbaum

Writer and artist at Holy Zowie! Comic
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bs"d If my library patron is distressed, I have to get into her head. I have to feel what she feels. That is what we learn in training for the theater--when we feel the 'character', her emotion shows on our face. There is no need to 'make faces'! And then the patron sees herself in the mirror of love we set up.

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2 Stay Calm

Your ability to remain calm can have a calming effect on the distressed individual. Take deep breaths and maintain a composed demeanor. Speak softly and reassuringly while ensuring that your interactions remain non-threatening. It's crucial to avoid escalating the situation. Instead, focus on creating a safe space where the patron can feel heard and supported without judgment.

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3 Offer Support

Offering support can be as simple as providing a quiet space for the patron to collect themselves or listening if they wish to share their concerns. You might not be able to solve their problems, but being there for them is a form of support in itself. Ensure that you're aware of the library's policies regarding privacy and confidentiality to maintain trust and respect for the patron's situation.

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Fernanda Costa

Especialista em Gest?o Estratégica da Informa??o e Bibliotecária, com habilidades em Organiza??o, Digitaliza??o e Gest?o Eletr?nica de Documentos (GED), Gest?o de Bibliotecas Universitárias.
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Offering support does not necessarily mean solving the user's problems, but rather showing that they are not alone. This can be done through active listening, showing empathy and understanding. In the context of libraries, this can also mean providing information about available resources, such as books on well-being and mental health or directing to psychological support services offered by the university.

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4 Set Boundaries

While it's important to be supportive, you also need to set clear boundaries for yourself and the patron. You're not a therapist, and it's essential to recognize the limits of the assistance you can provide. Encourage the patron to seek professional help if needed, and be mindful of the impact the situation may have on other patrons and library operations.

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5 Know Resources

Be familiar with local resources such as crisis hotlines, counseling services, or support groups that you can refer patrons to. Having a list of these resources readily available means you can quickly provide information that may help someone in distress find the professional support they need. It's part of your role to connect patrons with the right resources, not just within the library's walls but also within the community.

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Fernanda Costa

Especialista em Gest?o Estratégica da Informa??o e Bibliotecária, com habilidades em Organiza??o, Digitaliza??o e Gest?o Eletr?nica de Documentos (GED), Gest?o de Bibliotecas Universitárias.
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Being informed about the resources available, both within and outside the institution, is vital. This includes knowing about the counseling and psychological support services offered by the university, as well as support lines and organizations specialized in mental health. This information can be crucial when referring someone who needs professional help.

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6 Follow Up

If appropriate, and without infringing on privacy, follow up with the patron on their next visit to ensure they're doing better. This shows that the library is a caring environment and reinforces the idea that you're there to support the community in more ways than one. It's a delicate balance between follow-up and respect for personal boundaries, but it can be a meaningful gesture that fosters a stronger community connection.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Fernanda Costa

Especialista em Gest?o Estratégica da Informa??o e Bibliotecária, com habilidades em Organiza??o, Digitaliza??o e Gest?o Eletr?nica de Documentos (GED), Gest?o de Bibliotecas Universitárias.
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In addition to these actions, it is important to promote an inclusive and supportive environment continuously. This can include hosting mental health awareness events, workshops, and creating safe speaking spaces. Promoting mental health literacy is also a key strategy, helping to demystify mental health issues and foster a culture of care and support within the academic community.

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What do you do if your library patrons are experiencing emotional distress?

1

2

3

4

5

6

7

1 Recognize Signs

2 Stay Calm

3 Offer Support

4 Set Boundaries

5 Know Resources

6 Follow Up

7 Here’s what else to consider

Library Services

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What do you do if your library patrons are experiencing emotional distress?

1

2

3

4

5

6

7

1 Recognize Signs

2 Stay Calm

3 Offer Support

4 Set Boundaries

5 Know Resources

6 Follow Up

7 Here’s what else to consider

Library Services

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感谢您的反馈

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