Dream Services for Nightmare Patrons

Using this software

• Microphone• Raising your hand• Green / Red X• Laughing / Clapping • Stepping out

• Text chat• Audio• Full Screen• Exiting

Objectives

• Understand difficult situations that may come about in the library environment

• Apply excellent customer service principles when dealing with angry patrons

• Be empowered to handle more serious issues that can affect overall comfort and safety in the library environment

Nightmares: a discussion

• Take a few minutes to share some of your nightmares

• Not every detail, but types of situations you have worked through

• Example: “Group of patrons organized a game of tennis with real racquets/balls in the government documents area”

Nightmare patron types

• “You’ve got it, why won’t you let me have it???” • “I was told….” • “I KNOW I turned this in last week, it had a blue

cover!” • “You’re my captive audience, I’m going to make you

my psychologist for the day” (psychologist might also be “personal researcher,” “confidante,” etc.)

• So, um, where are your books?”• “My son’s science project is due tomorrow, I’m here

to do the research for him while he’s at soccer practice”

• Infinitely more, including the procrastinator

Deeper nightmares

• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons

Finding solutions

• Irate Patrons

• Deeper nightmares

• Policies

• Training with scenarios

Dealing with irate patrons

• “Problem patron” or “troubled librarian?”

• Progression:– Disappointment– Frustration– Anger

• Don’t let patron anger stand inthe way of good customerservice!

What did they just call me?

• Address them formally• Call them on it – confront the

behavior• Tell them how it makes you feel• Their behavior affects the service

you could provide• Ask for cooperation

Defusing anger

• Set the tone• Breathe and

count• Treat patron with

respect• Listen• Acknowledge

and validate

• Focus on problem• Concede a minor

point• Avoid red flag

words• Don’t argue• Disagree

diplomatically

Defusing anger, cont’d

• Don’t justify• Avoid one-

upsmanship• Apologize• Use bridge

statements• Define the

problem

• Use the Salami Tactic

• Take your time• Be assertive• Don’t make idle

promises• Involve a

colleagueRubin, Rhea Joyce. Defusing the Angry Patron. New

York: Neal-Schuman Publishers, 2000. p45.

All in all, needs are simple

• Recognition• Understanding• Importance• Comfort• Complaint handling

Policies

• Must be reasonable

• Must be enforceable

• Must relate to the big picture

Four tests of a legally enforceable policy

It must:• Comply with current statutes & court

cases• Be reasonable• Be clear• Be applied without discrimination

Sample public policies

• Boston Public Library• http://www.bpl.org/general/policies/

– Well organized– Different policies well defined

• Marriott Library, University of Utah • http://www.lib.utah.edu/info/policies.php

– Well organized (LibGuides)– Love heading “Patron Responsibilities”

Policies vs. judgment calls

• Know your policies• Apply your policies

BUT

• Don’t let your policies stand in the way of good customer service!

Deeper nightmares

• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons

Recognize potential threats

• Problem patrons– Vandalism– Noise – Theft– Violence

• Weapons • Sexual predators

Potential threats

• Family issues – Divorce/break up– Domestic situations

• Hold up• Bomb threat • Terror• Stalking

Handle with care

• Know when to call police/security– Moreover, feel empowered, as a staff

member, to do so without negative repercussions

• Become familiar with agencies in the community that can help– Maintain a list of these agencies at service

areas– Create partnerships that work

• PLCMC—Social workers visit the library once a week

Employ sensitivity and understanding

• Bathing in the restroom?– Address it, but let her finish—she’s

preparing for the job interview that could get her back on her feet

• Going crazy and cursing everyone out?– A perfectly normal, gentle man with a

blood sugar issue

Training with scenarios: what would you do?

Scenarios

• A patron slams the mouse and keyboard around on a public computer and mutters something about “…poor library service.”

• You find a patron bathing in the restroom

• After asking a teenager to be quiet, she tells you to “like…go shelve a book or something”

Scenarios• It is time to close the building, and an

unaccompanied 8 year old child asks for a ride home

• A homeless patron’s personal odor is offensive to everyone in the building

• A man in the building approaches women trying to do research to “chat them up;” there have been several complaints

Thank You for Attending!

Questions?Questions?• Professional

Development• 1.800.999.8558• Web: lyrasis.org

•e-mail: russell.palmer@lyrasis.org

Welcome Back!

• Day 2• Let’s get situational!

Opening

• Prior to opening, only authorized library staff should be allowed in the building

• Never count money in the open, in front of patrons (get that done before opening!)

• Make sure that all exterior doors are locked after entering

• Lock “staff only” areas at all times • General announcement after doors are

open--avoid surprises at service desks!

Closing

• Double check all stacks, bathrooms, public areas before locking the building

• Make periodic announcements that the library is closing; or walk around and let people know

• If you had a problem patron (potentially refusing to leave at closing) phone the Police before initiating closing procedures

• Security in numbers, leave in groups if possible or call an officer if you cannot

• Never make bank deposits in the evenings/after hours

Working Alone (or with minimal staff)

• Avoid this situation if at all possible• Keep your duties to a minimum • Increase your awareness• Never admit to being alone

Enforcing policies

General guidelines

• Surface to air missiles—last resort• Identify yourself as staff member• Firmly point out observed behavior• Explain/show policy, policy

documentation• Introduce consequences • Speak assertively, not

argumentatively

Remember!

• Well established, well documented policies back us up in these situations

The homeless

• For many, the library is a warm, welcoming environment

• Difficult situations, however, do arise:– Mental health– Body odor – Conflict

Things that help

• Mental health—many libraries have partnered with local mental health agencies

• Occasional on site presence from mental health professionals to offer preemptive assistance

Odor

• Trend in libraries is to ask those with extreme odor to leave

• “I don’t know if you’re aware, but your odor is distracting others who are trying to read or study.”

• “We welcome you to use our library any time, however, we have to ask you to leave until you resolve the problem”

• Additionally, recommend local agencies that might help—a place for a meal and a shower?

• Legal precedent—Morristown, NJ passed an ordinance to keep a homeless man who smelled out of the library. The man sued and won, but the verdict was overturned in federal court on the premise that a library has a right to keep away patrons who constitute a nuisance (1992).

Odor

• here are some great places to go to get a shower, come back after you’ve done that, we’re happy to have you, but right now you need to go and clean up.”

– This policy can be about odor broadly. It’s just as much about strong perfume as body odor!

Tone

• Non-judgmental• Factual • Even tone of voice, friendly• Make eye contact• Avoid negative body language

Drugs/Alcohol

• “Under the influence”– Observe (if possible, alert other staff

members)– If person is erratic, harmful, or

disruptive notify authorities – Complete incident report, monitor future

behavior

Dealing

• If suspects are in building, contact authorities immediately

• Wait for police presence• Take note of actions/appearance of

suspects• Complete incident report so others

are informed

Suspicious behavior/drug paraphernalia found

• Do not touch it• Contact authorities• If substance is not connected to an

individual or crime, look to authorities for disposal instructions

Firearms

• If illegally in building, alert other staff• Do not approach the person• Call authorities • If threat seems imminent, get people

to safety/evacuate

Cell phones

• Changing landscape• People access library services/research

on mobile device• Decide on library policy—silence? Ban?• Most libraries have room for quiet

space and talking space• Phone conversations/noises call still be

annoying!

Cell phone…conversations

• “You may not be aware that the sound of your voice carries and is disturbing others”

• “Loud phone conversations may be disturbing those who are reading or studying—keep your voice down while on the phone”

• Loud rings/ringtones can be disturbing, please silence your ringer while in the library”

Noise

• Patrons patrol themselves…a little bit• However, they do like to rely on us to maintain

quiet space as quiet

• “You may not be aware that the sound carries in here, and it is disturbing others”

• “I have had a complaint…”• “Loud noise may intefere with those who are

reading or studying. If you continue to disturb others, you’ll be asked to leave”

• Limit table size when large groups cause noise

If noise continues…

• “You were asked to be quieter earlier, and the noise level is still too high”

• “Perhaps you could break into smaller groups, or continue the conversation outside”

• “You need to be quieter, or you will be asked to leave”

Breakin’ the law…just generally

• Remain calm• Observe suspect carefully• Continuously assess the situation• If necessary, evacuate the building• Do not interfere or attempt to detain Observe details—clothes, appearance,

direction of travel, if in car, license plate

Property damage

• Library property—approach the person• Confront carefully• General property--“Excuse me, but you are

damaging library property”• Books/items— “This book is library

property. I will now have to repair the item before it is checked out.”

• Use judgment in assessing damage/contacting authorities—get patron’s information

Theft/Security gates

• Sometimes people forget—– “Did you forget to check something out

today?”– “You’ll need to leave that here if you’re

exiting the building”

Theft/Security gates

• Sometimes things don’t work properly– “The system may have missed one of your items;

let me check those again”– Check out receipts help “Do you have receipt for

items you checked out earlier? Some of them may not have been properly scanned”

– “It seems you may have placed an items in your (bag, stroller, brief case), may we check to see that all the library items you have are checked out?”

– Rules of thumb• Never force• Never chase

Fighting

• Clearly must be addressed immediately• Ideally, security personnel or police • Do not get in the middle of a physical

altercation!• If situation is critical, and you must

approach, do so with multiple staff• Engage verbally- “Stop immediately and

leave the building!—the police are coming!”

Unsupervised children

• Attempt to locate parent/guardian• Contact/Inform the parent• If parent/guardian can’t be located, call

police/security• Do NOT offer children a ride home

• “Library staff cannot be responsible for your child’s safety, please control his/her behavior”

When children cause problems

• Juvenile– “(Behavior) is not allowed—is mom or

dad with you today?”

• Teen– “You’re creating a disruption; if you can’t

respect my request to stop, I’ll have to ask you to leave the library”

– “May I have your name?”

Unsupervised adults

• Some children’s areas have employed “no unaccompanied adults” policies

• Reasonable to enforce• Parents are of course allowed without

children to get materials (i.e., sick child)

Threats

• If you are threatened, keep calm• Do not try to overpower anyone• Create a physical barrier (doors are great, chairs

work!) between you and the individual• Immediately call authorities• “Threatening behavior is not allowed in the

library. You need to leave now or you will be escorted by police”

• “Whatever your argument is, we cannot solve it this way. Please leave the building now”

Sexual misconduct

• Stay vigilant • Be aware of incidents or patterns• Maintain obvious staff presence

– Example—if someone is leering or staring or seems suspicious, work in that area. Ask that person or someone nearby if they need any help

• If specific incident occurs, note details, call police

Rolling on through the stacks-skateboards, etc.

• “<Rolling things> are prohibited in the library. There are designated parking areas outside”

Getting tough…

• It is always a sad challenge when we have to ask patrons to leave the building…

• “Excuse me, but you’ve been asked to leave the library. I am asking you to do so immediately, or you will be escorted by police”

Getting tough…

“Your behavior has caused a disruption in services for other customers, and I must ask you to leave. If you need assistance in following this direction, the police will escort you.”

If something happens--dealing with the media

• Focus on the solution• Apologize when appropriate • Wait until all the facts are in• Prepare materials • Seek legal advice before issuing any

statement• Take the high road

Thank you for attending!

Questions?Questions?• Professional Development• 1.800.999.8558• http://www.lyrasis.org

• Russell Palmer• russell.palmer@lyrasis.org

Thank You for Attending!

Questions?Questions?• Professional

Development• 1.800.999.8558• Web: lyrasis.org

•e-mail: russell.palmer@lyrasis.org