Dream Services for Nightmare Patrons
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The document discusses challenges faced by librarians regarding nightmare patrons and provides suggestions for handling difficult situations. It describes common nightmare patron types and deeper issues like mental illness, intoxication, and criminal behavior. The document also discusses policies for dealing with irate patrons, recognizing potential threats, and the importance of sensitivity, understanding, and knowing when to involve authorities. Training scenarios are presented to help prepare librarians for handling difficult situations.
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Ethical DilemmaOBJECTIVEDuring the course of every day, va.docx
Ethical Dilemma
OBJECTIVE
During the course of every day, various ethical issues will
require you to make decisions that may affect your career,
your personal life, and perhaps the life or livelihood of others,
including your coworkers, friends, and potential criminal
defendants. Throughout this course, you’ll read about and
analyze various topics that people in the criminal justice
field encounter.
At the end of most of the chapters in your textbook, you’ll be
presented with a variety of ethics-related scenarios to evalu-
ate. You should consider what you’ve read in the text while
you analyze these scenarios, since your thoughts will help
you complete this course project.
Be sure to answer each of the questions as completely as
possible, using the information in your textbook and any
other information you’ve learned to support your positions.
The questions have no absolute right or wrong answers. As
long as your answer is logical and you support it by referenc-
ing material you’ve learned in your textbook, you’ll do fine.
INSTRUCTIONS
To satisfy the requirements for this project, you must prepare
five short, 250-word essays in response to five questions. Each
question is worth 20 points. The five questions are based on the
following fact scenario.
Fact Scenario
Imagine you’re working as an administrator in a police depart-
ment in your local town or city. Each day you interact with
police officers in your department, police officers from other
departments, various members of your office staff, other
public
officials, members of the public, representatives from the pr
ess,
potential criminal defendants, and others.
Research Project
Research Project
Ethics in Criminal Justice
50
As you prepare your answers to the questions, keep in mind
that you’re a public official and that you have a duty to uphold
justice and follow the law.
Ethical Dilemma 1: Gun Rally
One afternoon you receive an anonymous tip that a local gun
advocacy group is going to hold a rally in the town square the
next day. The group hasn’t applied for a permit to have such
a rally, but they’ve held such events in the past and they’ve
always been peaceful. You strongly support Article 2 of the
Constitution and the beliefs of the gun advocacy group, and
you don’t want to do anything that will hurt them or their
members. You believe the anonymous tipster is providing
accu-
rate information, but you can’t be absolutely sure. You also
believe no one else in your police department is aware of the
impending event.
What do you do? Give reasons to support your decision.
Ethical Dilemma 2: Chief’s Orders
Assume that in response to question 1 you decided to advise
your fellow police officers about the tip you received. You
gather a group of officers together the next day in case the
unlawful rally is held. As the gun advocacy group begins to
appear on the town square green, you confer with the chief
officer on duty that day. Sh.
OBJECTIVEDuring the course of every day, various ethical issue.docx
OBJECTIVE
During the course of every day, various ethical issues will
require you to make decisions that may affect your career,
your personal life, and perhaps the life or livelihood of others,
including your coworkers, friends, and potential criminal
defendants. Throughout this course, you’ll read about and
analyze various topics that people in the criminal justice
field encounter.
At the end of most of the chapters in your textbook, you’ll be
presented with a variety of ethics-related scenarios to evalu-
ate. You should consider what you’ve read in the text while
you analyze these scenarios, since your thoughts will help
you complete this course project.
Be sure to answer each of the questions as completely as
possible, using the information in your textbook and any
other information you’ve learned to support your positions.
The questions have no absolute right or wrong answers. As
long as your answer is logical and you support it by referenc-
ing material you’ve learned in your textbook, you’ll do fine.
INSTRUCTIONS
To satisfy the requirements for this project, you must prepare
five short, 250-word essays in response to five questions. Each
question is worth 20 points. The five questions are based on the
following fact scenario.
Fact Scenario
Imagine you’re working as an administrator in a police depart-
ment in your local town or city. Each day you interact with
police officers in your department, police officers from other
departments, various members of your office staff, other
public
officials, members of the public, representatives from the pr
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potential criminal defendants, and others.
Research Project
Research Project
Ethics in Criminal Justice
50
As you prepare your answers to the questions, keep in mind
that you’re a public official and that you have a duty to uphold
justice and follow the law.
Ethical Dilemma 1: Gun Rally
One afternoon you receive an anonymous tip that a local gun
advocacy group is going to hold a rally in the town square the
next day. The group hasn’t applied for a permit to have such
a rally, but they’ve held such events in the past and they’ve
always been peaceful. You strongly support Article 2 of the
Constitution and the beliefs of the gun advocacy group, and
you don’t want to do anything that will hurt them or their
members. You believe the anonymous tipster is providing
accu-
rate information, but you can’t be absolutely sure. You also
believe no one else in your police department is aware of the
impending event.
What do you do? Give reasons to support your decision.
Ethical Dilemma 2: Chief’s Orders
Assume that in response to question 1 you decided to advise
your fellow police officers about the tip you received. You
gather a group of officers together the next day in case the
unlawful rally is held. As the gun advocacy group begins to
appear on the town square green, you confer with the chief
officer on duty that day. She tells you to wai.
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OBJECTIVE
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presented with a variety of ethics-related scenarios to evalu-
ate. You should consider what you’ve read in the text while
you analyze these scenarios, since your thoughts will help
you complete this course project.
Be sure to answer each of the questions as completely as
possible, using the information in your textbook and any
other information you’ve learned to support your positions.
The questions have no absolute right or wrong answers. As
long as your answer is logical and you support it by referenc-
ing material you’ve learned in your textbook, you’ll do fine.
INSTRUCTIONS
To satisfy the requirements for this project, you must prepare
five short, 250-word essays in response to five questions. Each
question is worth 20 points. The five questions are based on the
following fact scenario.
Fact Scenario
Imagine you’re working as an administrator in a police depart-
ment in your local town or city. Each day you interact with
police officers in your department, police officers from other
departments, various members of your office staff, other
public
officials, members of the public, representatives from the pr
ess,
potential criminal defendants, and others.
Research Project
Research Project
Ethics in Criminal Justice
50
As you prepare your answers to the questions, keep in mind
that you’re a public official and that you have a duty to uphold
justice and follow the law.
Ethical Dilemma 1: Gun Rally
One afternoon you receive an anonymous tip that a local gun
advocacy group is going to hold a rally in the town square the
next day. The group hasn’t applied for a permit to have such
a rally, but they’ve held such events in the past and they’ve
always been peaceful. You strongly support Article 2 of the
Constitution and the beliefs of the gun advocacy group, and
you don’t want to do anything that will hurt them or their
members. You believe the anonymous tipster is providing
accu-
rate information, but you can’t be absolutely sure. You also
believe no one else in your police department is aware of the
impending event.
What do you do? Give reasons to support your decision.
Ethical Dilemma 2: Chief’s Orders
Assume that in response to question 1 you decided to advise
your fellow police officers about the tip you received. You
gather a group of officers together the next day in case the
unlawful rally is held. As the gun advocacy group begins to
appear on the town square green, you confer with the chief
officer on duty that day. Sh.
OBJECTIVEDuring the course of every day, various ethical issue.docx
OBJECTIVE
During the course of every day, various ethical issues will
require you to make decisions that may affect your career,
your personal life, and perhaps the life or livelihood of others,
including your coworkers, friends, and potential criminal
defendants. Throughout this course, you’ll read about and
analyze various topics that people in the criminal justice
field encounter.
At the end of most of the chapters in your textbook, you’ll be
presented with a variety of ethics-related scenarios to evalu-
ate. You should consider what you’ve read in the text while
you analyze these scenarios, since your thoughts will help
you complete this course project.
Be sure to answer each of the questions as completely as
possible, using the information in your textbook and any
other information you’ve learned to support your positions.
The questions have no absolute right or wrong answers. As
long as your answer is logical and you support it by referenc-
ing material you’ve learned in your textbook, you’ll do fine.
INSTRUCTIONS
To satisfy the requirements for this project, you must prepare
five short, 250-word essays in response to five questions. Each
question is worth 20 points. The five questions are based on the
following fact scenario.
Fact Scenario
Imagine you’re working as an administrator in a police depart-
ment in your local town or city. Each day you interact with
police officers in your department, police officers from other
departments, various members of your office staff, other
public
officials, members of the public, representatives from the pr
ess,
potential criminal defendants, and others.
Research Project
Research Project
Ethics in Criminal Justice
50
As you prepare your answers to the questions, keep in mind
that you’re a public official and that you have a duty to uphold
justice and follow the law.
Ethical Dilemma 1: Gun Rally
One afternoon you receive an anonymous tip that a local gun
advocacy group is going to hold a rally in the town square the
next day. The group hasn’t applied for a permit to have such
a rally, but they’ve held such events in the past and they’ve
always been peaceful. You strongly support Article 2 of the
Constitution and the beliefs of the gun advocacy group, and
you don’t want to do anything that will hurt them or their
members. You believe the anonymous tipster is providing
accu-
rate information, but you can’t be absolutely sure. You also
believe no one else in your police department is aware of the
impending event.
What do you do? Give reasons to support your decision.
Ethical Dilemma 2: Chief’s Orders
Assume that in response to question 1 you decided to advise
your fellow police officers about the tip you received. You
gather a group of officers together the next day in case the
unlawful rally is held. As the gun advocacy group begins to
appear on the town square green, you confer with the chief
officer on duty that day. She tells you to wai.
Beasts in the Fair Garden
The document discusses strategies for libraries to cultivate lifelong teen patrons. It outlines common disruptive and dangerous behaviors exhibited by teens and explains influences on teen behavior like brain development. The document recommends establishing clear rules and boundaries, correcting disruptive behavior respectfully, building relationships through meaningful participation, and designating a dedicated teen space in the library. The goal is to engage teens while maintaining order so they view the library as a welcoming place.
Talking Less Will Get You More
The document discusses overtalking and talkaholism. It describes talkaholism as a compulsive form of extreme overtalking that is difficult for people to control, even when they know it may hurt them. The author conducted a "talkaholic scale" questionnaire and scored the highest possible, indicating he suffers from talkaholism. Research suggests talkativeness is linked to brain imbalances and an inability to control impulses. While talkaholism cannot be cured, the author was able to develop discipline around talking less by practicing techniques like slowing down conversations, listening more, and focusing on self-reflection, which has improved his personal and professional relationships.
Introduction to the Psychology of Criminal Behavior prov
Introduction to the Psychology of Criminal Behavior provides an overview of the intersection of
psychology and the criminal justice system. The biopsychosocial factors that may influence criminal
behavior are examined such as aggression, psychopathy, mental health disorders, and brain dysfunction.
Finally, appropriate psychological interventions are evaluated to determine the best course of action for
predicting and treating criminal behavior in both juveniles and adults.
This course provides students with foundational knowledge regarding the psychological and sociological
characteristics associated with criminal behavior. The textbook and other course sources examine the
complex nature of criminal behaviors through a variety of theories, methodologies, and perspectives.
Case studies and real‐life examples are also included. Through discussions, journal activities, written
assignments, and a Comprehensive Case Study Report Final Paper, students will utilize course content as
well as additional scholarly research to critically consider concepts that focus on the evolution of
criminal and delinquent behavior.
Throughout the course, you will notice Twitter feeds have been added after each weekly Introduction.
These feeds are from major criminal justice organizations and other sources that are relevant to this
course; the feeds are recommended only and not required. Twitter is as useful as the links it provides;
some are more useful than others, so keep an eye out for any of these credible source materials for
support in your discussions and written assignments.
Week 1 kicks off the course by examining mental disorders that are most frequently correlated with
criminal behavior. You will learn that, contrary to stereotype, individuals who suffer from mental
disorders do not commit a high percentage of crimes. You will also learn about psychopathy, its
characteristics, and its relationship to criminal behavior.
Learning Outcomes
This week students will
1. Examine the various types of offender profiling.
2. Analyze ethical considerations in offender profiling.
3. Differentiate features of various types of murders.
4. Assess the impact that biological, developmental, and situational factors have on the
development of criminal behavior.
Discussions
1. Post Your Introduction—Careers in Criminal Psychology [WLO: 1] [CLO: 1]. 1st Post Due by
Day 1. Prior to beginning work on this discussion, access the Society for Police and Criminal
Psychology’s Frequently Asked Questions About Forensic Psychology support page for
students. Please read through the organization’s web page on educational requirements,
skills required, and how to go about pursuing a graduate degree in criminal psychology.
After reviewing the web page, please provide an introduction about yourself, including:
Where you are from and your career plans.
What did the Society for Police and Criminal Psychology web page recommend for
a ...
The Fair Garden & Swarm of Beasts: Cultivating Life Long Library Users
The document discusses strategies for libraries to cultivate teenage patrons as lifelong library users. It covers differentiating between disruptive and dangerous behaviors, influences on teen behavior like brain development, setting boundaries, correcting behaviors, cultivating relationships, meaningful participation opportunities, excellent customer service and reference skills, and providing a dedicated teen space. The presenter advocates treating teens with respect and understanding their developmental stages to promote positive behaviors and engagement.
Watertownbrain09
This document provides guidance for librarians on understanding and addressing disruptive or problematic behaviors among teenage library patrons. It discusses influences on teen behavior such as cultural, sociological, personal, psychological and biological factors. The document also outlines developmental needs of teens and strategies for librarians, including setting clear boundaries, following through on consequences, and engaging teens through programming to develop positive relationships and foster ownership of the library.
DescriptionAn informative speech increases the audience members’
Description
An informative speech increases the audience members’ understanding of a topic. For this speech, you will inform your audience about a significant popular culture product or personality from the last five years. “Popular culture (or "pop culture") refers to the traditions and material culture of a particular society. [In first-world countries], pop culture refers to cultural products such as music, art, literature, fashion, dance, film, cyberculture, television, and radio that are consumed by the majority of a society's population. Pop culture is those types of media that have mass accessibility and appeal” (Crossman, 2020).
This assignment requires you to design and deliver an original 4-5 minute informative speech, with supporting PowerPoint slides.
For this speech, you will inform your audience about a topic by answering the questions:
· What is the most significant popular culture product or personality from the last five years and why is that product or personality the most significant?
The ideas in your speech must be supported by evidence. A minimum of three viable, relevant, timely sources is required. For this speech, you will confine your research to newspapers from across the country. You may choose from the following online newspapers:
· “LA Times”
· “Chicago Tribune”
· “USA Today”
· “Atlanta Journal-Constitution”
· “Detroit Free Press”
· “Arizona Republic”
· “The Dallas Morning News”
· “Boston Herald”
· “New York Post”
· “The Washington Times”
POWERPOINT SPEECH WORKSHEET
Do not complete this worksheet unless you have read the instructions for this speech. You will complete this worksheet easier if you follow the speech instructions as these instructions tell you exactly how to complete this worksheet.
Name:
INSTRUCTIONS
1. Fill in the blanks to create a preparation outline. Write your preparation outline in complete and correct sentences. Refer to the sample preparation outline in our textbook for guidance.
2. The speaking notes prompts follow the preparation outline. Fill in the blanks to develop speaking notes. Refer to the sample speaking notes outline in our textbook for guidance.
PREPARATION OUTLINE
You will fill in your answers after each colon (:). Write in complete sentences.
Introduction:
Central Idea: The most significant popular culture personality from the last five years is Kim Kardashian. She has influenced and impacted the fashion industry, home décor, lifestyles, and body image.
Preview:
Signpost (Transition):
Main Idea #1:
(Write your first Main Idea which will identify and explain the pop culture product or personality).
(A. Support #1 for Main Idea #1. Identify and explain.):
1. (Detail for Support #1 for Main Idea #1):
2. (Detail for Support #1 for Main Idea #1):
(B. Support #2 for Main Idea #1. Give examples.):
1. (Detail for Support #2 for Main Idea #1):
2. (Detail for Support #2 for Main Idea #1):
Signpost (Transition):
Main Idea #2 ...
Persuasion Slideshow
The document discusses the concept of persuasion and provides strategies for effective persuasion. It defines persuasion as influencing an audience to believe or take action according to the persuader's viewpoint. It then analyzes audience types and discusses Aristotle's appeals of logos, ethos, and pathos that can be used to tailor an argument. The document also covers logical fallacies to avoid and how to motivate an audience by appealing to their needs and desires.
Essay Writing Structure. Argumentative essay structure sample. How to Write ...
Essay Structure amp; Writing - Academic Writing - Library at Bethlehem .... IELTS Essay Planning: 4 Step Approach - IELTS Charlie. A Detailed Guide on How to Write the Best Essay Urgent Homework Blog. Formal Essays - 9 Examples, Format, Sample Examples. Essay Structure - Argument Essay Organisation / Academic English UK. Argumentative essay structure sample. How to Write an Argumentative .... How to Write a Great Essay Quickly! ESL Buzz. Step-By-Step Guide to Essay Writing - ESLBUZZ. ACT Writing Prep: How to Write an Argumentative Essay The Prepared .... Essay Structure: The Proper Way to Set Up Paragraphs for Your Essay .... Write Esse: Analytical essay structure. Essay writing - Planning the essay. How to Structure Your Essay Introduction Essay Writing Part 2. 32 College Essay Format Templates amp; Examples - TemplateArchive. 006 Basic Essay Format Example Thatsnotus. History Essay: Structure of essay. 15 Essay Format Templates - PDF. an argument paper with two different types of writing and the same type .... Academic Essay Examples - 15 in PDF Examples. Structuring an essay university. How to structure an essay: the best .... College Essay Examples - 9 in PDF Examples. How to Improve Your Academic Writing with the Right Essay Structure?. The Writing Process Critical Reading, Critical Writing. 005 Argumentative Essay Sample Research Paper Museumlegs. 002 Essay Example Paragraph Template For Elementary Students Printables .... What Is The Structure That An Essay Should Have? - Sweet Captcha. Academic essay writing company. Statement of Purpose. 5 Clear and Easy Ways to Write an Academic Essay - wikiHow - IELTS .... History Essay: Structure of an essay example. Academic essay writing structure - The Oscillation Band. How to Structure an Essay: A Guide for College Students. A Comprehensive Essay Structure Guide: Tips and Formats. Paragraph Structure in Research Paper Meaning, Importance, and Use Essay Writing Structure Essay Writing Structure. Argumentative essay structure sample. How to Write an Argumentative ...
How to Respond to a Security Incident in Your Library - Jan. 2017
This document provides guidance on responding to security incidents at libraries. It discusses establishing clear codes of conduct, dealing with challenging patrons respectfully through active listening and empathy, maintaining good relationships with law enforcement for support during incidents, and preparing for emergencies like active shooters, medical issues, fires or natural disasters. The key recommendations are having well-communicated conduct policies, defusing tensions with patrons respectfully, and being prepared to respond to various security and emergency situations through training and coordination with outside agencies.
Schedule and questionnaire
This document provides guidelines for developing effective questionnaires and interview schedules for research. It discusses important considerations such as using simple, concise, and unambiguous language in questions. Questions should be short, unbiased, and avoid complex issues or presumptions. The order and type of questions asked is also important to keep the respondent engaged and avoid influencing their answers. Both open-ended and closed-form questions each have advantages, depending on the type of data needed. Overall, the guidelines aim to develop questionnaires that get accurate and meaningful responses from participants.
Business Problem Memo Research ProposalStudents will write a pro.docx
Business Problem Memo Research Proposal
Students will write a proposal for a memo in which they request authorization to research a problem at their current, or past workplace- a problem with which they have first-hand experience. This might involve adopting a new organizational structure, policy, procedure, product line/piece of equipment; or pursuing a new mission, market, or line or research.
First, demonstrate that there is a problem (i.e., providing evidence of its existence and its impact on the company) and then summarize how you would study-- and eventually solve-- the problem if authorized to proceed. Be sure you request permission to find a research-based solution at the end of your proposal. Your proposal should not include any solutions. You will read reliable resources and cite them to propose a research-based solution in your final memo. You should not choose a problem that you already know how to solve. Your proposed solution in the final memo will need to be research-based.
Be sure to meet the following requirements:
1. Background and evidence that a problem or need for change exists
2. A research plan and timeline, including an indication of how and when you will present your findings
3. Some indication of what you will need (e.g., release time; support staff; budget; access to sensitive data) to complete research to find the best solution
4. Request permission to work on finding a solution to the outlined problem or need for change
This memo proposal should be no more than 250 words (1 page), double-spaced using APA citations (if necessary), and addressed to someone in a position to act on it.
Please note, this proposal will be turned in to a complete memo in the Final Business Memo that includes research-based solutions to the problem that you address in this proposal. There should be no solutions listed in this proposal. You do not actually have to conduct research and collect data for this assignment. Your research will be literary research where you find similar organizations who discuss how they solved similar issues or literature from academics or experts in the area. You will turn in the draft of the proposal (not graded, but required) for peer review (done in class Wednesday, November 16). You should also bring a hard paper copy to class for the peer review activity.
This is a proposal (not the actual memo itself).
You will be assessed according to the following rubric.
Criteria
Deficient
0< score <7
Adequate
7< score <8
Good
8< score <9
Excellent
9< score <10
Purpose:
makes the purpose clear at the onset with a strong thesis/purpose statement
Problem: defines a problem with clear evidence of its existence
Persuasion: addresses audience concerns, objections, and counterarguments
Organization:
uses unified, coherent, well-developed sections with effective introduction, transit.
Library Behavior 101
The document discusses strategies for libraries to cultivate lifelong teen patrons. It outlines disruptive versus dangerous behaviors and explains teen development influences. The presenter recommends positive engagement with teens, clear behavior policies, and providing dedicated teen spaces in the library. Teens will be more likely to continue using the library if they feel respected and have opportunities for meaningful participation.
Managing conflict mrl staff day 10.18
“Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging your relationship and deepening it. That factor is attitude.”
Anyone who works with others is very likely to be a party to some disagreements on occasion but conflict doesn’t have to be a bad thing. This training focuses on ways library staff can work with patrons and co-workers to resolve conflict in the workplace and empower them to manage the stress resulting from conflict.
Tips for EditorialsTips on Content of Letter· If a publicatio.docx
Tips for Editorials
Tips on Content of Letter:
· If a publication receives multiple letters on the same subject, the editor will choose one that says something in a new way or takes a unique angle.
· Focus your letter on one point on one subject. If you are commenting on a specific story in the paper, mention the headline and date. Cite the specific reference and sum it up in a sentence to refresh readers’ memories. Then point out facts that were left out, or refute or support facts that were stated.
· Be clear and concise. Shorter is better. Most papers want letters of 250 words or less. Magazines such as Time want even less.
· State your point early in the letter and support your point with facts.
· Know the audience of the publication. Technical information and long, multi-syllable words are often inappropriate for a general audience.
· If appropriate, mention your motivation or expertise in writing. For example, “As an Ohio State University student, I believe… and therefore x,” or “I am a director of a non-profit agency that serves families in poverty. Here is what my experience has been….That is why I believe y.”
General Logistical Tips:
Know and follow the policies and specifications of the publication to which you are submitting your letter. Except as noted, it is OK to send the same or similar letters to more than one publication. But don’t submit the same or similar letters to multiple papers in the same media market.
Always include your name, address, and daytime telephone number.
Don’t send specifically local letters to other localities.
General Tips:
Avoid clichés, name-calling, slang, and repetition.
Check your letter for grammar and fluidity, read it out loud to make sure the thoughts flow well.
Give it a catchy title.
How do you write a letter to the editor?
1. Begin the letter with a simple salutation.
Don’t worry if you don’t know the editor’s name. A simple, “To the Editor of the Lantern” is sufficient. If you have the editor’s name, however, you should use it to increase the possibility of your letter being read.
2. Grab the reader’s attention.
Get attention right away; your opening sentence is very important. It should make the reader want to read more.
3. Explain what the letter is about at the start.
Throughout your letter, remember the rule:
Be quick,
Be concise, and then
Be quiet.
Don’t make the editor or the general public wait to find out what you want to say. Tell them your key point at the beginning.
4. Explain why the issue is important.
If you are motivated enough to write a letter to a newspaper or magazine, the importance of your topic may seem clear to you. Remember, though, that the general public probably doesn’t share your background or the interest. Explain the issue and its importance simply. Use plain language that most people will understand.
5. Give evidence for any praise or criticism.
If you are writing a letter discussing a past or pending action, be clear in showing why ...
Dealing with Controversy: Public Library Programs That Challenge
June 28 2015 American Library Association "NEH's Latino Americans: 500 Years of History, National Orientation Programs
Poor Reasoning and Fallacies Cheat Sheet Appeal to the Pe.docx
Poor Reasoning and Fallacies Cheat Sheet
Appeal to the People (Bandwagon) - Claiming that something is true just because many people
believe it is. Example: Everybody buys this product, so it must be the best one.
Faulty Appeal to Authority - Using research without naming the source, such as, "Many researchers
say..." or answering questions one is not qualified to answer. Example: I asked my dentist if he thought
this mole was cancerous. He said “No” so I do not need to get it checked out.
Proof by Lack of Evidence (Burden of Proof) - Asserting something is true just because there is no
evidence it's false. Example: UFO’s exist because no one has ever been able to prove they don’t.
Innuendo – Making a claim without actually making the claim. Example:
Non Sequitur - It doesn't follow logically. Samantha lives in a large building; therefore she must have a
large home.
Fake Dilemma (Black and White) – Presenting two alternative states as the only possibilities, when in
fact there are more. Example: "You are either for the U.S. or against the U.S." doesn't allow for neutral
countries.
Naturalistic Fallacy (Appeal to Nature) - Making the argument because something is “natural”, it is
therefore valid, good or the way it’s supposed to be. Example: This product uses all natural ingredients
therefore it’s the only one on the market you should buy.
Circular Reasoning (Begging the Question) – Using the statement to prove the conclusion and the
conclusion to prove the statement. Example: The word of Zorbo the Great is flawless and perfect. We know this
because it says so in The Great and Infallible Book of Zorbo's Best and Most Truest Things that are Definitely True and
Should Not Ever Be Questioned.
Overgeneralization – Asserting something is an entire class of things when it may not be true for all
members of the class. Example: Beth is a Psychology student and shy is shy, therefore all psychology
students are shy.
False Analogy (Slippery Slope) – Making a false or misleading analogy. Example: Colin Closet asserts
that if we allow same-sex couples to marry, then the next thing we know we'll be allowing people to marry their
parents, their cars and even monkeys.
Jumping to Conclusions – Drawing conclusions with little evidence. Example: My son is crying, you
must have taken his toy.
Being Unrealistic – Using only information in an unrealistic manner. Example: The candidates just all
graduated from college… therefore they should not take a job for less than 6 figures.
Verbal Fallacies (Ambiguity) – Accenting, omitting, or misusing certain words to influence or mislead
the reader or listener. Example: After the team lost, Susan became mad. (upset, angry, insane, happy…
who knows)
Using only information that supports your argument (Texas Sharpshooter) - Example: Research
says a glass of wine a day is good for my heart. So drinking is good for my heart!
Source: Jesse Ri.
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Dream Services for Nightmare Patrons
- 1. Dream Services for Nightmare Patrons
- 22. Training with scenarios: what would you do?
Editor's Notes
- This section was originally titled “problem patrons” but I decided to change it because the problems I want to talk about aren’t really in the patron—but in the patron’s reaction to not getting something they want. Oftentimes (not always) the thwarting factor can be traced to poor or inappropriate customer service on the librarian’s end of the transaction. Usually a patron doesn’t become angry all at once: they go through a three stage progression. Disappointment: Patron wants something and is unable to get it. Frustration: Patron tries to make things right and is not successful; feels unappreciated. Anger: Dissatisfaction explodes in an inappropriate manner. Work to defuse angry situations; it’s the job of public services to make the patrons feel welcome and comfortable, remember! Don’t match their mood. Library Policies vs. Judgment Calls Know your policies, and apply them—but don’t let them stand in the way of good customer service!
- Suggested tips for responding to swearing/bad language Address the patrons using formal names: Mr. Smith, Miss Roberts, Sir, etc. Confront them with their behavior Tell them how it makes you feel Let them know how their behavior is affecting the service that you know you’re capable of providing Ask for their cooperation Library Policies vs. Judgment Calls Know your policies!! Apply your policies BUT, DON’T LET THEM STAND IN THE WAY OF GOOD CUSTOMER SERVICE!! Discussion of problem patrons
- In Defusing the Angry Patron , Rhea Joyce Rubin lists twenty basic strategies for defusing anger. Set the tone for the exchange Breathe and count Treat the Patron with respect Listen Acknowledge and validate Focus on the problem Concede a minor point Avoid red flag words Don’t argue Disagree diplomatically
- Don’t justify Don’t use one-upmanship Apologize Use bridge statements Define the problem Use the Salami Tactic (“When the patron’s problem is complex, try slicing it into manageable pieces…after listening and validating, say something like ‘It sounds as if there are a number of things we need to address. Let’s take them one at a time, ok?’”) Take your time Be assertive Don’t make idle promises Involve a colleague Every situation is different, every patron is different, but the best piece of advice that works in all situations is keep cool, and keep your wits about you.
- Policies that relate to the big picture are policies that are well-thought out. In crafting policies or changing existing policies, start with specifics…get to the big picture later. Start with what happens in real life on the front lines of the library service desk when that policy has to be enforced. Does patron behavior really have to be corrected? It does if the behavior is threatening, disrespectful, abusive, disruptive, then of course. An important policy to have in place is a Library Code of Conduct.
- A mention of the effect on a staff person's morale after dealing with a particularly difficult patron. For managers/supervisors, remembering to check in with your staff member about it, just to ask &quot;are you ok?&quot; and sympathize a bit, can help a lot (LG)
- Discussion Be “disarming” they are probably frustrated that something isn’t working right—sometimes something as simple as saving and rebooting can solve the problem. I would allow them to keep their dignity and finish bathing, but make them aware that bathing is not allowed in library bathrooms. Service points can work to provide a list of shelters and other organizations for referral It’s ok to exercise some authority here, or to be disarming through humor…remember, you can start out nice “Oh, do you want to help me shelve some books” or connect with them. Often times misbehaving children are in need of something to do—”I’ll go shelve a book, but are you interested in a book of your own, or maybe a game?” or offer to relocate them to an area where talking/discussion is allowed.
- Never offer a ride to an unaccompanied minor. Contact the authorities and wait for them to arri Sometimes those that smell aren’t even aware of their odor. Again the “I don’t know if you’re aware, but….” approach can help them. They may react negatively, or they might be embarrassed. Make it “no big deal” offer them some possibilities for a place for a shower or bath (they might appreciate it) This one is more of a challenge in some sense…as long as the homeless/malodorous are at the library, not causing any major problems, they have just as much a right to use the space as anyone else. Sleeping, snoring, sweating, urinating—a big different situation in some sense too--when the situation is more problematic, it may be more appropriate to ask the patron to leave, or contact authorities. When someone is being not only disruptive, but is making inappropriate, even sexual advances, this has the potential to be a larger problem. Making the offending individual aware of the quiet space , and that others are trying to do research may solve the problem—sometimes the fact that someone recognizes what’s going on is embarrassment enough to stop the behavior. If not, certainly this is the kind of disruption where the authorities might intervene if it persists. I’ve always been hyper wary of “Flashers” this is more deviant behavior, and should be taken very seriously. Contact the authorities immediately to deal with anyone exposing themselves. A next step in this deviant behavior could be a sexual assault.