The Difficult Patron Situation: Competency-Based Training to Empower Frontline Staff

Problem/difficult patron incidents that occur in libraries are on the rise. Library administrators and library employees have attempted to decrease the number of incidents by providing staff training and formulating policies and rules to control the situation. The purpose of this article is to share...

Full description

Saved in:
Bibliographic Details
Published in:The Reference librarian 2002-06, Vol.36 (75-76), p.265-278
Main Author: Osa, Justina O.
Format: Article
Language:English
Subjects:
competencies
empowering frontline staff
Problem patronsr
training
Citations: Items that this one cites
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Problem/difficult patron incidents that occur in libraries are on the rise. Library administrators and library employees have attempted to decrease the number of incidents by providing staff training and formulating policies and rules to control the situation. The purpose of this article is to share the proactive steps that the Education and Behavioral Sciences Library, Penn State University Libraries, took to prevent or decrease the incidences of difficult patrons as the library prepares to relocate. The focus was on assisting the frontline staff members, who work on the reference desk, to acquire the competencies they need to provide consistent quality reference services to patrons, and to reduce incidences of unsatisfied, difficult, and problem patrons.
ISSN:0276-3877
1541-1117
DOI:10.1300/J120v36n75_24