On the Booklist: Defusing the Angry Patron

Does your library have a plan for dealing with angry patrons both in-person and in the online environment? Think: angry comments on websites, blogs, social networks, or even chat?

Read the book: Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, 2nd ed. by Rhea Joyce Rubin (2011).

On the Booklist: Conflict Management for Libraries

41unbopjb3l-_sx331_bo1204203200_Based on formal and informal observations, the authors of Conflict Management for Libraries discuss 17 possible workplace conflict scenarios for librarians and offer strategies for realistically coping with each scenario.

Read the book: Conflict Management for Libraries: Strategies for a Positive, Productive Workplace by Montgomery, Cook, Wagner, and Hubbard (2005)

Librarians as Social Workers

Troubled, angry, forgetful, violent...there are many patrons who call on librarians to use their interpersonal spidey-senses, as well as reader advisory skills.

Librarians serve and interact with the public and must be prepared to encounter difficult situations as best as we can, to the benefit of all parties involved.

This article provides examples of a wide-range of scenarios you might consider for staff preparedness and training, as well food for thought as to what your own individual reaction would be to certain behaviors. Expecting, mentally rehearsing and therefore being able to confidently provide service (or enacting appropriate policies) when the time comes, can go a long way in diffusing and take some of the stress out of these situations you might encounter.

What’s more, by confronting the realities of the day-to-day struggles of “difficult” patrons, you may find opportunities to serve others and impact others in ways beyond literacy and access to information.

Read It:

How can librarians protect themselves against patrons who are troubled or violent?

by Richard Bermack