WebJunction

Successful Patron Interactions
March 17, 2008

If you've ever come away from a patron interaction feeling frustrated and discouraged, you're not alone. Providing services to people is an unpredictable roller coaster of twists and turns, and sometimes it feels like you're barely hanging on for the ride! The good news is that working effectively with the public is a skill set that can be learned and refined through practice.

Techniques and tools can help you customize best practices to fit your personality and library. The following courses will help you manage the spectrum of patron interactions.

• Dealing with Difficult Patrons
• Managing Difficult Patrons with Confidence
• Customer Service
• Dealing with Difficult People
• Negotiating

Transform negative interactions into positive learning experiences through exchanges with your community. Getting support is crucial for maintaining an upbeat disposition.

• Difficult Patron Behavior - Focus on Success: Use this forum for sharing your winning methods with fellow members.
• For further inspiration, read some great Success Stories from the WebJunction Community.
• For an example of a helpful policy, check out the Middletown Problem Patron Policy.
• Virtual reference is a unique service that is no stranger to challenging patron interactions. Read a study on trends in inappropriate behavior in "Hurry! Hurry! r u dum? *#%@!".

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