Conflict Resolution
Your co-worker shows up 1 hour late to a shift. What should you do?
Try to contact the staff at the start of the shift. If they do not answer give your coordinator a call.
A rental patron is upset that they were unable to get ahold of staff during a rental. What do you do?
Acknowledge their frustration and reassure them that it will not happen again.
If a lost child comes up to you, what do you do?
Reassure the child and take their information down. After take the child with you to the nearest lead or full time staff.
A senior complains about teens being in the pool room. What do you do?
Inform the teenagers that the senior center activities are only open for seniors.
A senior shows up for class but the instructor cancelled last minute, They’re upset because it takes them 40 minutes to get here. What do you say?
Apologize for the inconvenience and let them know that the instructor had something come up. Offer solutions such as calling ahead to make sure the class is still happening.
If a co-worker is talking about inappropriate topics at work, what should you do?
Inform your supervisor of the situation as soon as possible.