Points to Ponder – Talking Points Shared by Tim McGowan

1. Move around the library when times are good, otherwise you will find that the only interactions you will have with patrons will be negative.

- This does not mean that every patron will want to talk to you or that you need to start conversations.

- Proximity will prevent situations and make other patrons feel comfortable.

2. Not everyone will have the same people skills.

- Don’t expect everyone to have the same skills but do expect everyone to have the same mission.

- Expect patrons to conduct themselves in a manner that is conducive to everyone feeling comfortable while at the library.

- Keep these expectations clear and consistent.

3. The public will determine the purpose of the library.

- Keep focused on your performance and what assets you bring as an employee of the library.

- Don’t let external concerns affect your daily performance.

- Your duties are to serve and meet the needs of the public.

4. What are your expectations as adults that will influence the patrons who are using the library?

- The variable is how we respond to situations that occur in our presence. Instead of focusing on the patron’s behavior, we need to focus on our behavior.

- The goal of addressing inappropriate behavior is to prevent it from happening again.

- Focus on how you act to set the expectations.

5. In every situation, ask who is most and least comfortable with your decisions.

- Make every decision based on the best people.

- This can bring clarity to decision-making.

- Make the people who do the right things feel comfortable and that will be the expectation.

- Have the ability to respond to inappropriate behavior without escalating the situation.

- Have a plan and purpose for what you do.

You don’t need policy to give you permission to make these decisions. When I gave the example of my Deadwood experience, this was my point. First, the supervisor’s inaction made me uncomfortable and I was doing the right thing. Secondly, my inactions to speak up also reinforced the supervisor’s inactions. Our lack of action may speak louder than our actions.

6. Lastly, before you make a decision or attempt to bring about change, ask yourself “what is the purpose?”

- This will get you to focus on a plan of action.

- Another good question to ask is “what will the best patron think?”

- By answering these questions, your focus will be on what is best for the patrons using the library.

- I need to ask myself this question to keep me focused on what is best for kids and not what is best for me.