Defusing the angry patron
Subtitle: : a how-to-do-it manual for librarians
Publisher: Neal-Schuman Publishers Inc.
Published: 2011
Place of publication: New York, USA
Format: Paperback
Number of pages: 125
ISBN-13: 9781555707316
Table of contents: title: A primer on anger. What is anger? -- Anger’s siblings -- Quick review -- Preventive measures. Welcoming behaviors -- Positive approach and language -- Nonverbal language -- Policies and procedures -- Signage -- Staff attitudes -- Staff training -- Patron expectations -- Patron feedback -- Quick review -- How to do it : 25 basic strategies for defusing anger. Strategy 1 : set the tone for the exchange -- Strategy 2 : breathes and count -- Strategy 3 : don’t take it personally -- Strategy 4 : assume good intentions -- Strategy 5 : treats the patron with respect -- Strategy 6 : listen -- Strategy 7 : acknowledges and validate -- Strategy 8 : focus on the problem -- Strategy 9 : concede a minor point -- Strategy 10 : avoid red-flag words -- Strategy 11 : don’t argue -- Strategy 12 : disagree diplomatically -- Strategy 13 : don’t justify or defend -- Strategy 14 : don’t use one-upmanship -- Strategy 15 : interrupts tactfully -- Strategy 16 : apologize -- Strategy 17 : use bridge statements -- Strategy 18 : start with needs -- Strategy 19 : use the salami tactic -- Strategy 20 : gets a verbal confirmation -- Strategy 21 : takes your time -- Strategy 22 : be assertive -- Strategy 23 : don’t make idle promises -- Strategy 24 : stay safe -- Strategy 25 : involve colleagues -- Quick review -- Effective listening skills. What is effective listening? -- Barriers to listening -- Active listening -- Quick review -- Beyond the basics : difficult situations. Complaints -- Accusations -- Unacceptable behavior -- Mentally ill patrons or patrons under the influence of drugs or alcohol -- Telephone and virtual encounters -- Quick review -- The digital landscape. Virtual reference service -- Websites and social media -- Quick review -- Coping with your own anger. During the encounter -- Immediately afterward -- Later -- Ongoing -- The bottom line -- Quick review -- Help is at hand. Policies and procedures -- Stress point identification -- Rebuttal files -- Quick reference guides -- Incident reports -- Security and other staff -- Quick review.