Things to remember:
- Somebody has to be the adult.
- People get stressed out in a time of change because they lose mastery & status--they have to learn new things--maybe what you were best at isn't as important anymore or has been superseded by technology.
- When things are crazy, don't forget it's all about the customer.
- Have compassion for other people.
Things to avoid:
- Getting addicted to drama--why be obsessed by someone something you don't like?
- Sarcasm-it’s a barrier to self-knowledge.
- Venting doesn't work--Our bodies get addicted to the "flight or fight chemicals" that venting releases. Also, venting is too public--it creates an audience for people's mistakes--they can't back off their behavior.
What can help:
- People should get the same service no matter what time they come in--remember, patrons are used to businesses with 24 hour service by phone and online.
- Play fair-- no exceptions for people you like.
- Rules should be written--new staff shouldn't have to guess.
- If someone has a really long hard question, ask them to write down the steps needed. It will help them understand how tough it is. Maybe a one-on-one librarian session?
- Use good humor and cartoons for signs--don't point fingers at people.
- A workplace coach.
Wagner’s thought can be summarized as: “Don’t be a jerk.” A jerk is a person who is indifferent or unaware of their behavior.
An archived version of the webinar, links, and slides are available here.
There was also a lively discussion on chat about the similarities and differences between Wagner’s philosophy and FISH! Both are customer-oriented, but the play aspect of the latter could lead to sarcasm and hurtful humor if taken too far.