Sample interview questions: How do you handle situations where library users are engaging in inappropriate or offensive language or behavior towards library staff members?
Sample answer:
Handling Inappropriate and Offensive Behavior
- Stay calm and professional: Respond calmly, avoid becoming defensive, and maintain a professional demeanor.
- Address the behavior directly: Clearly state that the language or behavior is unacceptable and will not be tolerated.
- Set clear boundaries: Establish respectful boundaries and inform the user that further inappropriate behavior will result in consequences.
- Listen to the perspective: Allow the user to express their point of view, but do not condone or validate their inappropriate behavior.
- Document the incident: Keep a detailed record of the date, time, specific actions, and any witnesses present.
- Inform a supervisor: Immediately report the incident to a supervisor or manager for guidance and support.
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Source: https://hireabo.com/job/18_0_15/Public%20Services%20Librarian