[Michlib-l] Staff Disengagement Training

[Kevin King]

How about simply stating, “I would really love to chat with you some more, but I need to get back to work.” In my experience, staff are reluctant to disengage from needy patrons for fear of looking rude. Devoting too much time to one patron at the risk of not attending to another patron’s needs or work that helps all the community is actually rude.

Most of the time this comes down to discussing best tactics with staff and trusting that the staff can manage a difficult customer service interaction. Also remember that each interaction will be different, so it is best to devise plans that will work for different interactions.

Finally, if your staff is reluctant to being proactive then remind them that a key component to working at a public library is the PUBLIC. If you are uncomfortable working with ALL members of the public, then look for another job.

Sincerely,
Kevin
--
Kevin King
Head, Branch and IT Services
Kalamazoo Public Library
269-553-7881 | kpl.gov/social-media

[cid:image001.jpg at 01CDC339.A1971E00]<http://www.kpl.gov/>



From: michlib-l-bounces at mcls.org [mailto:michlib-l-bounces at mcls.org] On Behalf Of Dillon Geshel
Sent: Wednesday, July 27, 2016 11:34 AM
To: Michlib-l at mcls.org
Subject: [Michlib-l] Staff Disengagement Training

Hello,
I'm looking for any resources that help library staff deal with disengaging from patron conversations, or finding an appropriate exit point when a conversation is difficult to end.
Thanks,
Dillon

--
Dillon Geshel
Library Director
Portage Lake District Library
58 Huron Street, Houghton MI
(906)-482-4570
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