What are some effective communication strategies for patrons in emotional distress?

1 Recognize the signs

Identifying the signs of emotional distress in patrons is the first step. These signs may manifest in changes to mood, behavior, or appearance; expressions of hopelessness, anger, or guilt; withdrawal from social interactions or activities; difficulty concentrating or making decisions; substance abuse or self-harm; and/or verbal or physical aggression or threats. If any of these signs are noticed, the patron should be approached with care and empathy, without making assumptions or judgments.

2 Listen actively

The second step is to listen actively to the patron's concerns and feelings. This means asking open-ended questions and making reflective statements to encourage them to talk, while also demonstrating interest and attention through eye contact, nodding, and paraphrasing. Additionally, it’s important to validate the patron's emotions and experiences by acknowledging their pain and distress. To ensure that the patron feels heard and understood, avoid interruptions, distractions, or advice-giving, and always respect their privacy and confidentiality. Through active listening, you can build rapport and trust with the patron.

3 Offer support and resources

The third step is to provide support and resources to the patron. This can be done by expressing empathy and compassion, asking what they need or want from you or the library, exploring their coping skills and strengths, and reinforcing them. You should also refer them to appropriate services or organizations that can help them, such as counseling, crisis lines, or community groups. Additionally, you should follow up with them if needed and document the interaction. Offering support and resources can help the patron find solutions and hope, as well as reduce their risk of harm.

4 Set boundaries and limits

The fourth step is to set boundaries and limits with the patron. This includes being clear and consistent about your role and responsibilities as a library staff member, as well as communicating expectations and rules, such as time limits, noise levels, or behavior standards. If a patron violates the boundaries or limits, consequences should be enforced, such as asking them to leave, calling security, or contacting authorities. Additionally, it is important to protect yourself and others by keeping a safe distance, having an exit strategy, or seeking help. By setting boundaries and limits, you can maintain your professionalism and authority while preventing the patron from taking advantage of you or the library.

5 Manage your own stress

The fifth step after dealing with a patron in emotional distress is to manage your own stress. Taking a break and doing something relaxing, seeking support from colleagues or family, and practicing self-care and wellness can help preserve your mental and physical health. Additionally, if you feel overwhelmed or burned out, seeking professional help may be necessary. Ultimately, managing your stress will enable you to cope better with future challenges.

6 Learn and improve

The sixth step is to learn and improve from your experience with a patron in emotional distress. This involves reflecting on your communication and intervention, seeking feedback and guidance from peers or trainers, accessing training opportunities to enhance your skills, and celebrating your achievements. Doing so will help you grow as a library staff member and provide better service and care to patrons.

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?