Sample interview questions: How do you handle situations where library users are engaging in inappropriate or offensive language or behavior towards individuals with limited access to resources for individuals with limited digital literacy skills?
Sample answer:
-
Stay Calm and Professional: Maintain a calm and professional demeanor, regardless of the situation’s intensity. Avoid reacting emotionally or escalating the situation further.
-
Listen Actively: Allow the individual with limited digital literacy skills to express their concerns or grievances without interruption. Demonstrate empathy and understanding by listening actively to their perspective.
-
Address the Behavior Directly: Once the individual has expressed their concerns, address the inappropriate or offensive language or behavior directly and assertively. Explain that such behavior is unacceptable and violates the library’s code of conduct.
-
Provide Alternatives: Offer alternative ways for the individual to access the resources they need. This may involve providing one-on-one assistance, directing them to a more appropriate resource, or suggesting alternative methods of accessing information.
-
Educate and Inform: If the inappropriate or offensive behavior stems from a lack of understanding or awareness, take the opportunity to educate the individual about appropriate behavior in a public setting and the importance of respecting others.
-
Escalate if … Read full answer
Source: https://hireabo.com/job/18_0_15/Public%20Services%20Librarian