Handling Difficult Patrons in a Library Setting
During my time as a Library Assistant, there was an instance where I encountered a difficult patron who was becoming increasingly hostile and disruptive in the library. The patron was unhappy with the library's policies regarding late fees and became very confrontational with me when I informed them of the charges they had accrued.
To resolve the situation, I remained calm and empathetic, acknowledging the patron's frustration while also asserting the library's policies. I listened attentively to their concerns and tried to find a mutually beneficial solution. I offered to waive a portion of the late fees as a gesture of goodwill, and also provided alternative options for returning the items without additional charges.
By maintaining a professional and understanding demeanor, I was able to de-escalate the situation and ultimately reach a resolution that satisfied both the patron and the library's policies. This experience taught me the importance of effective communication, patience, and problem-solving skills when dealing with difficult patrons in a library setting.
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