Sample interview questions: How do you handle challenging situations involving library patrons?
Sample answer:
Handling Challenging Patron Interactions:
- Maintain a Calm and Professional Demeanor: Stay composed, avoid becoming defensive or emotional, and present yourself as approachable and helpful.
- Actively Listen: Pay attention to the patron’s concerns, acknowledge their feelings, and show empathy for their situation.
- Identify Underlying Needs: Determine what the patron is ultimately trying to achieve. Consider their motivations, biases, and any underlying circumstances.
- Use De-escalation Techniques: If emotions are running high, employ techniques such as mirroring, reframing, and active listening to calm the situation.
- Refer to Policy and Procedure: If necessary, remind the patron of library policies and procedures while emphasizing the reasons behind them.
- Collaborate with Colleagues: If a situation becomes too challenging, seek support from a supervisor, colleague, or security.
- Document the Incident: Read full answer
Source: https://hireabo.com/job/18_0_15/Public%20Services%20Librarian