How do you handle difficult or demanding patrons in a professional manner?

Sample interview questions: How do you handle difficult or demanding patrons in a professional manner?

Sample answer:

1. Active Listening and Empathy:
2. Show genuine interest in the patron’s concerns and needs by actively listening and demonstrating empathy.
3. Use open-ended questions to encourage the patron to express their frustrations or concerns fully.

4. Avoid interrupting or making assumptions about the patron’s intentions.

5. Professional Demeanor:

6. Maintain a professional and respectful attitude, even when faced with challenging behavior.
7. Use a calm and polite tone of voice, avoiding sarcasm or condescension.

8. Maintain eye contact and body language that conveys attentiveness and concern.

9. Validate the Patron’s Feelings:

10. Acknowledge the patron’s emotions, even if you disagree with their behavior.
11. Use statements such as, “I understand you’re feeling frustrated,” or “It sounds like you’re feeling overwhelmed.”

12. This helps to defuse tension and build a sense of rapport.

13. Offer Solutions and Assistance:

14. Provide helpful information and resources that address the patron’s concerns.
15. Be proactive in suggesting alternative solutions or avenues for support.

16. If necessary, involve other library staff or health… Read full answer

    Source: https://hireabo.com/job/18_0_9/Medical%20Librarian