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Competences: Book Discussion Chapter 5

Chapter 5 - Beyond the Basics: Difficult Situations

"Every complaint is an opportunity," (Rubin, page 65).  What do you do if you cannot resolve a patron's complaint?

Chapter 5 - Beyond the Basics: Difficult Situations

"A fine line exists between garden variety angry encounters and unacceptable confrontations.  The Fairfax County Public Library defines behavior that is over the line as behavior that requires an immediate response because it threatens the rights or safety of customers or staff," (Rubin, page 72).  While working at the library, have you ever experienced a patron who has crossed the line of unacceptable behavior?  If so, please describe the encounter.

Chapter 5 - Beyond the Basics: Difficult Situations

Do you find it easier to deal with an angry patron in person or on the phone?  Why?