The Safe Library - Service, Safety, & Security with Dr. Steve Albrecht

By Dr. Steve Albrecht

Real life rarely imitates the training experience. Except when it does. There is much value to "practice makes perfect" and "perfect practice makes for perfect execution." In other words, what we do in training we can remember and use on the library floor.

One way and one place to get it right is by using role-play scenarios, for about 45 minutes or so, at staff meetings, to practice what to say and how to say it, for more challenging, complex conversations and service interactions with patrons. One employee plays the part of the staffer and another plays the part of the patron. They each can add their own approach (and twists and turns) to the following 12 scenarios here, with an eye toward improving, problem-solving, and perhaps most importantly, by creating a common response that is used staff-wide, in similar situations, so we show a consistency of message.

The role-plays should only take about five minutes. At the end, the group can give both role-players some feedback as to what they heard and saw (body language is a big part of our success with challenging patrons too) and what they liked and what they might say or do differently. The goal is to be supportive and informative for all in the room.

When I turn my live training library groups loose on these role-plays, I give them the obvious caveat that it's always easier to play the part of the patron, because you can go off in a dozen different directions (some that have little to do with the foundation of the role-play scenario but are just fun to be a bit wacky). All the while the patron is spinning, the employee is trying to listen empathically, come up with what seems like the best answers, stay within policy, follow the Code of Conduct, and provide good service.

I always tell my training groups to go easy on their co-workers and start to come around and comply once they realize the employee is using good de-escalation skills, customer service skills, and communications skills. No sense in beating up on a colleague who is trying his or her best. The group feedback should be supportive and forgiving. These scenarios are tough because there are no perfect answers, ideal solutions, or flawless words to use. Your best efforts may be thwarted by an eccentric, rude, stubborn, indifferent, or angry patron, who also happens to have poor listening skills, either in general or because of the situation in particular.

These 12 scenarios have come to me from library employees over the years. After 21 years as a library security consultant, I can make up my own, certainly, but I like getting these scenarios from staffers who have had to deal with them. Get to work on these at your next staff meeting and see what answers you can develop for your team.

1. A patron is using the Internet and soon goes over his one-hour time limit. Other patrons are lining up at your desk to use the Internet too. One patron says to you, "Hey! I'm next and he's hogging the computer. I need to get online now! Either you do something about him or I will!"
2. An adult comes to your desk and it's clear she's very angry. She's accompanied by her 13-year-old son. She says, "Yesterday, one of you people told my boy he had to leave because he was making too much noise. I want somebody to tell me why he was told this and I want to speak to the one who made him go!" (Yesterday was your day off and the employee in question is off today.)
3. An elderly gentleman is at the circulation desk trying to check out two DVDs. His borrowing privilege has been revoked due to overdue notices, big fines, and missing items that were never returned. He says to you, "You're just picking on me because I'm old! I know my rights! You have to let me have this stuff!"
4. During a summertime field trip sponsored by the local Day Camp, you see several children riding on the book carts, jumping on the tables, and pounding the computer keyboards. You approach the camp counselor, who tells you, in a defensive way, "What's the big deal? They're just letting off a little steam. Weren't you ever young once?"
5. Two teenage couples are in the library near closing time. It's clear from their physical behavior that each is highly interested in their dates. Both couples are making out quite visibly and other patrons are embarrassed. One of the boys stops his activity and says to you, "What are you looking at?" The other boy joins in and taunts you with the same question.
6. An older woman approaches you to complain about noise being made by several middle school students. "Libraries are supposed to be quiet places. What's wrong with parents these days? Those kids should be kicked out! What are you going to do about this?" You've been busy with another patron and haven't heard any more noise coming from the students than other adult users.
7. A man in his late 50s who frequents the Genealogy area almost daily is now seen with a young boy of about 10, playing video games on the man's laptop computer. It's clear they don't know each other too well. The man and the boy have both been seen in the library before but never together. Today, it looks like they're leaving together. You approach the man and he says, "Go away! My new friend and I are doing fine without your help."
8. Every Friday when the Library closes, a nine-year-old girl is out in front of the Library waiting for a ride. As the Person In Charge, you ask her if someone is coming for her; she tells you her mom was supposed to pick her up before closing time. She appears mature enough to take care of herself, but still has that look of unease. It's already 10 minutes past closing and other staff want to go home and get on with their evening plans.
9. A middle-aged man likes to dominate all conversations in the library. His voice is loud and other staff and patrons seem rattled or offended by his language and mannerisms. He comes into the library about once per week but doesn't seem to remember how to use the Internet, so he makes a lot of demands for staff time to explain the simplest things to him, over and over again. Staff are not sure if this is real or he is messing with them.
10. A big burly guy comes into the library and seems very intimidating. He always wants to use the exact same Internet computer each time and he gets visibly upset when another patron is using "his computer." He has confronted people who get too close to him or who ask when he will be done using the computer. Staff are afraid to speak with him because he seems angry, suspicious, and even a bit paranoid.
11. A first-grader comes in every Saturday morning with her grandmother for children's reading hour. The child seems happy playing with other kids but appears fearful of her grandmother. When it's time to leave, the child cries and doesn't want to go. The grandmother gets angry and pulls her roughly out the door.
12. A 30-year-old man who is developmentally disabled spends all his time on the Internet. He needs to be reminded of the Internet usage rules and not to make fun of other people or to stare at young women in the library. He gets dropped off by his caregiver, who rarely stays very long with him once he's inside. The female staff feels uncomfortable around him, because he stares at them, although he has never said or done anything inappropriate toward them.