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Last updated on 2024年8月3日

You're faced with an angry patron over a book fine. How do you calm the situation effectively?

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Dealing with an angry library patron over a book fine can be a challenging situation. As a library professional, your goal is to resolve the issue while maintaining a calm and helpful demeanor. The key is to approach the situation with empathy, clear communication, and a problem-solving mindset. Remember, fines are often in place to ensure that books are returned on time, which is essential for the library to function effectively and serve all patrons fairly. By understanding the reasons behind the fines and being prepared to handle disputes, you can turn a potentially negative experience into a positive one, reinforcing the library's role as a welcoming community resource.

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Jamie Smith

CCSR at Johns Hopkins Hospital
Daniele R. Vieira

Auxiliar Administrativo na área da saúde.
Doug Mehus

Library Technician, Technical Services (Acquisitions) at Okanagan College

1 Listen First

When you're confronted by an angry patron, the first step is to listen actively. Let them express their frustration without interruption. This not only helps in understanding the root of their anger but also shows that you value their feelings and are there to help. By giving them your full attention, you can often deescalate the situation before it intensifies. Acknowledge their feelings and restate their concerns to ensure you have a clear grasp of the issue at hand. This foundation of mutual respect sets the stage for a constructive dialogue.

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Jamie Smith

CCSR at Johns Hopkins Hospital
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One thing I've found helpful is to repeat back what they said to you and clarifying that you're trying to understand what they're saying.

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Keegan Moody

| TraceAir | Land Development |
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Some quick tips: - If you know it’s unsolvable, sometimes it’s not a bad an idea to listen and then step back from the desk with the “let me see what I can do for you”. You look busy as if you are working up a solution but in reality you are letting the flames die down.

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2 Stay Calm

Your ability to remain calm can significantly influence the outcome of the interaction. Keep your voice even and your body language open and non-threatening. Remember, your role is to guide the conversation towards a resolution, not to win an argument. By staying composed, you demonstrate professionalism and create a less charged environment, which can encourage the patron to mirror your calm demeanor. This approach can help diffuse tension and pave the way for a more rational discussion about the fine.

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Jamie Smith

CCSR at Johns Hopkins Hospital
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Stay calm and try to offer comfort and/or reassurance regarding trying to solve whatever the issue is and offer that you're doing your best to help.

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3 Explain Clearly

Once you've listened and maintained your composure, it's time to explain the library's policies regarding fines. Do so in a clear, concise manner, avoiding library jargon that might confuse or further frustrate the patron. If possible, provide a printed copy of the policy for their reference. Understanding the rationale behind fines can sometimes alleviate their anger and lead to a more receptive attitude towards finding a solution.

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Daniele R. Vieira

Auxiliar Administrativo na área da saúde.
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Sempre se faz necessário manter a calma diante de uma situa??o acalorada. Ouvir, respeitar o próximo e logo ent?o, mostrar as políticas da empresa e também mostrar que infelizmente a multa se faz necessária por n?o ter cumprido com a entrega, tudo de uma forma suave.

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Keegan Moody

| TraceAir | Land Development |
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I never want to ostracize the perspective of who I’m serving or trying to help. Even if they stole a million books. I may say, “ Look, if it was up to me we would charge late fees. I’m a slow reader. It’s never made sense to me. I just actually can’t scan your next book for checkout until unless the fines are paid. I wish it was different.”

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4 Offer Solutions

After explaining the policy, present options for resolving the fine. Whether it's setting up a payment plan, discussing alternative compensations like volunteering, or even waiving the fine in certain circumstances, showing that you're willing to work with them can be very reassuring. It's important to know your library's policies and the flexibility you have in these situations. Offering solutions demonstrates your commitment to serving their needs while upholding the library's rules.

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Doug Mehus

Library Technician, Technical Services (Acquisitions) at Okanagan College
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Particularly if it's a first time, or the patron is experiencing severe financial hardship, proactively offer to reverse the fine. If it's a charge for a lost item, offer an affordable interest free payment plan, and remind the patron if they subsequently find the book within, say, the next year, they can bring it up to receive a credit for the amount they repaid.

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5 Follow Up

Following up after the initial encounter is crucial. If a resolution was reached, ensure that it's implemented promptly. If further action is needed, like consulting with a supervisor or checking the library's records, make sure to do so in a timely manner and communicate any updates to the patron. This continued engagement shows that you take their concerns seriously and are dedicated to resolving them satisfactorily.

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6 Document It

Finally, make sure to document the incident thoroughly. Include details such as the date, time, nature of the dispute, and how it was resolved. This record can be valuable if there are future issues with the same patron or if similar situations arise with other patrons. Documentation helps maintain consistency in how disputes are handled and can be used for training purposes to improve library services.

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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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You're faced with an angry patron over a book fine. How do you calm the situation effectively?

1

2

3

4

5

6

7

1 Listen First

2 Stay Calm

3 Explain Clearly

4 Offer Solutions

5 Follow Up

6 Document It

7 Here’s what else to consider

Library Services

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You're faced with an angry patron over a book fine. How do you calm the situation effectively?

1

2

3

4

5

6

7

1 Listen First

2 Stay Calm

3 Explain Clearly

4 Offer Solutions

5 Follow Up

6 Document It

7 Here’s what else to consider

Library Services

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感谢您的反馈

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