[Publib] How do you correct a coworker giving incorrect information?

[Linda Cannon]

Short reply: Diplomatically. To flesh that out a bit, that sort of thing
should be discussed beforehand among all the front line staff. There
should be a code, of sorts. The one overhearing the wrong info being
given should say something like, "Excuse me, I hate to interrupt, but I
have one quick question for <staff member giving wrong info>." You then
take them aside, and say "I think maybe you misunderstood the patron's
question. I think they were asking <fill in the blank>, and of course
the answer to that is <fill in the correct answer>."
 
That allows your co-worker to go back and say "Now where were we? Oh,
you were asking about <rephrase question to be answered correctly>, Yes,
that would be <supply correct answer>."
 
Linda Cannon
Collection Development Librarian
Joplin Public Library
 
 

________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Media Center
Sent: Thursday, August 02, 2007 12:32 AM
To: publib at webjunction.org
Subject: [Publib] How do you correct a coworker giving incorrect
information?


I've been asked the following question at more than one interview during
my career:

"You overhear a coworker giving incorrect information to a patron.  How
do you respond?"

I'd like to hear how PubLib-ers respond to this question, and if there
is a "perfect" answer to this question.

Thanks.


________________________________

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