The user has a preconception of what services the library can offer. The client wants to appear more knowledgeable than he actually is. The user wants to retain some privacy in such cases as looking for a job he may not want others to know about or some type of medical information. In an effort to improve reference services librarians use many techniques. The predetermined reference questions were definitely answerable by one or more resources in the library, but often the librarians did not conduct an effective reference interview or locate the answer to the question.
Role play, that is, try to appreciate the user's point of view.
Make the user feel at ease by opening the discussion with a few pleasantries. Do not attempt to dominate the situation, but certainly keep it under control. Avoid the role of superior or teacher. Do not hesitate to be frank about your lack of knowledge of a subject or a term. Remember that some people do not want assistance.