[Publib] Reference Question

[Preslar, Gail]

1) This is something that comes with experience & practice....and a good
dose of luck/grace.
 
2) If you have a supervisor....call him/her to your assistance.  That is
one of the roles that a supervisor (or other management) are to
exercise.  DO NOT try to solve all the world's problems alone.  If
supervision/management is NOT available, enlist an experience coworker.
I know you are wondering how this would work.  

	YOU: Sir/Madam, I can tell that you feel very strongly about
this problem/situation/issue and it is important to you.  I believe I am
over-my-head and would like to get some additional assistance from my
boss/supervisor/manager/coworker.  Could you wait here while I get them?

Ideally you could WALK AWAY to your boss's office & give her/him
background on the situation.  You might even tell the person it could
take a few minutes while I give my boss some backgound on what we have
done thus far to try to resolve your problem/situation/issue.
 
Hope this helps....and that you seldom have this kind of situation.
 

  M Gail Preslar, mls                    voice: 423-229-6117 
  Business Library, B280 
  Library & Information Services (LIBRIS)   mailto:gpreslar at eastman.com 
  mailto:buslib at eastman.com             fax: 423-224-0111 
  postal address: 
       Business Library, B280                 
       Eastman Chemical Company 
       Kingsport, TN 37662-5280 
This email is a natural hand made product. The slight variations in
spelling and grammar enhance its individual character and beauty and in
no way are to be considered flaws.

 

________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Mary Kowal
Sent: Friday, March 02, 2007 9:16 AM
To: publib at webjunction.org
Subject: [I] [Publib] Reference Question


I am a library student and I would like to ask the group a question.
When you are faced with a patron who is asks a reference question but
during the interview the patron begins to ask for advice how do you
handle it? Especially when the patron becomes increasingly angry because
they seem to feel as though you can help them but you will not.
 
I was wondering if anyone had a method to diffuse situations such as
these.

________________________________

Check out the all-new Yahoo! Mail beta
<http://us.rd.yahoo.com/evt=43257/*http://advision.webevents.yahoo.com/m
ailbeta>  - Fire up a more powerful email and get things done faster.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.webjunction.org/wjlists/publib/attachments/20070302/491e5781/attachment.htm