#LISprochat lead-in - topic & questions for Mon Oct 21 2019 - 8:30pm ET

by Manchester City Library via flickr

TOPIC

Dealing with difficult library patrons

Thanks to Annie from the last chat for suggesting this next topic!

Here are some reference articles:

How to Deal with the Grumpy Patron
Dealing With Difficult Patrons
Difficult Library patrons in academe: It’s all in the eye of the beholder
How to Deal with Difficult Customers Using These 7 Psychological Strategies
7 Steps For Dealing With Angry Customers

PLEASE REMEMBER THAT WE'RE CHANGING THE TIME TO 8:30PM ET!

QUESTIONS

We post the questions here in advance of the chat so you can decide whether or not this topic is of interest to you and/or prepare your answers in advance.

Q1 Tell us about a time where you had to deal with a patron who was being difficult, what were they doing? What did you do?

Q2 What suggestions do you have for those looking for advice on dealing with difficult patrons?

Q3 What do you think are the best way(s) to deal with a problem patron? Does your library have policies around this?

Q4 Do you ever go through any type of reflection after a particularly tense patron interaction?

PLEASE CONSIDER JOINING IN ON TWITTER AT 8:30 PM ET NEXT MONDAY, OCTOBER 21 USING THE #LISPROCHAT HASHTAG.