Real life rarely imitates the training experience. Except when it does. There is much value to "practice makes perfect" and "perfect practice makes for perfect execution." In other words, what we do in training we can remember and use on the library floor.
One way and one place to get it right is by using role-play scenarios, for about 45 minutes or so, at staff meetings, to practice what to say and how to say it, for more challenging, complex conversations and service interactions with patrons. One employee plays the part of the staffer and another plays the part of the patron. They each can add their own approach (and twists and turns) to the following 12 scenarios here, with an eye toward improving, problem-solving, and perhaps most importantly, by creating a common response that is used staff-wide, in similar situations, so we show a consistency of message.
The role-plays should only take about five minutes. At the end, the group can give both role-players some feedback as to what they heard and saw (body language is a big part of our success with challenging patrons too) and what they liked and what they might say or do differently. The goal is to be supportive and informative for all in the room.
Read the full post here.
Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.
Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He has written 24 books on business, security, and leadership topics. He lives with seven dogs, two cats, and three chickens.
