Library Assistant how-to
How to Handle an Upset Patron at the Desk
Calm service keeps the library welcoming.
Quick answer
Calm service keeps the library welcoming. In short: listen; stay; explain, then complete the remaining steps below.
Step by step
Listen fully.
Stay calm.
Explain the policy.
Offer options.
Get a supervisor if needed.
Note the incident.
Safety reminders for library assistants
- Lift and push carts safely
- Follow security procedures
- Protect patron privacy
- Know emergency exits
Key terms
Circulation · Call number · Dewey Decimal · Hold · Interlibrary loan · Patron: see the full library assistant glossary.