Talk to the Hand 6-2-14

On June 2 I attended the 'Talk to the Hand' training given by WMRL and presented by Julie Gaver.  This training was given to the entire Allegany County Library staff and helped me to identify the different types of difficult patrons we have to deal with on a daily basis. Before the session, Julie was given a list of what we here in the county had identified as our most challenging situations. We all have to deal with patrons who give us problems, and it was interesting to see that all the branches in the system seem to have similar issues.  Julie focused on these issues and led us through discussions about why it is important to enforce policies.  We learned that the two extremes of authority figures are the enforcer and the pushover. We should aim for something between the two extremes so the atmosphere in the library is pleasant for everyone.  Julie then broke us into groups and had us discuss four types of problem patrons.  We wrote down our observations and each group shared what they came up with.  Finally, Julie gave us scenarios that actually occur in the library setting, and had us role play how to handle the situations.  It was interesting  to see how the other branches handled the troublemakers.  Julie also gave us tips on what to do when we find ourselves in these situations.  Later, at the branch, I had several opportunities to put what I learned into practice!  This training will help with my everyday library life.  It will also help the system if everybody is taught how to deal with trouble makers and there will be consistency throughout the county.