| Working in the library, you will likely serve users who are grumpy, rude, disruptive, and demanding. And that could be in the first few hours of your day. How can you more effectively handle these patron behaviors without taking things personally, getting upset or losing your service attitude and confidence? In this workshop, you will interact with some of the most frequent disruptive behaviors and leave with many tools to for managing those behaviors more effectively and respectfully and immediately applicable aftercare techniques to help you and your co-workers reignite your joy in serving your patrons. As a result of this workshop, attendees will learn and begin to master:
- Specific phrases to use to tame unwanted patron behaviors
- Techniques to reduce stressful situations and to not lose your service mindset when patron behaviors are stealing your motivation to serve
- 3 aftercare techniques you can do for yourself
- How to work with patrons that are hyper-emotional that do not respond to logic or reasoning
- Safety tips for out of bounds patron behaviors
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