Game Face

One of the great challenges of life is maturing enough to be able to recognize that sometimes life requires us to remain calm and fully utilize our poker faces. Probably the greatest skill I've gained as a working adult is the ability to detach my emotions from the tasks I must complete as an employee and supervisor. Though I am passionate about many things in my personal life, I've had to realize that being ruled by passion at work almost never ends well.

Think about people you work with: consider the person who cries a lot or is angry a lot or is so mercurial they are difficult to interact with. Now consider the person who is able to talk reasonably about problems or calmly troubleshoot an emergency. I strive to be someone who is excited about making things better but able to temper that excitement with rationality and flexibility.

But I still want to tell the patron who told me to "go back to Hong Kong" to go fuck herself.

Not only am I a branch manager, but today I am the "librarian in charge." The LIC is the highest ranking staff member on duty on Sundays when most of our working staff is part-time. My staff can and should notify me about problems as they arise, especially when I am on-duty with them.

Today we had a female loudly complaining about asthma being contagious and asking that the man on the computer across from her be removed from the library because he was using an inhaler. Her computer session expired and she refused to relinquish her machine to the next customer. I overheard her call one of my librarians a bitch and walked over with the security officer as she continued to argue with another librarian. I introduced myself and asked if there was a problem; she asked me if I was "in her country" and continued to argue. As I more firmly tried to stop her tirade she finally told me to "go back to Hong Kong," at which point I advised her that the library would not tolerate disparaging racial comments or name-calling and that it was time for her to leave. She was escorted out by our security officer, promising that we would all be in trouble for her treatment. "What is your name again?" she asked. I repeated my name and position as branch manager, to which she replied "not for long."

All this to say, while on the inside I wanted to physically and verbally unleash the fury on this woman, common sense and my position held me back. This may be the hardest part of working with the public: the situations where people are entirely rude, ignorant, hateful and, oftentimes, smelly. I hate to admit that people are sometimes willfully ignorant, incredibly spiteful or mentally unstable - sometimes all three - and that no amount of calm lecturing or kind accommodation will change them. 

I can see that it's taken me this long to become a person who can handle these situations in a way that won't get my contract terminated. My younger self would've engaged in an argument or reacted in kind when put in this situation. I'm not sure there are any books or workshops to aid in this; my education has certainly been trial and error to create the "game face" I'm able to put on now.

But just for the record, I'm Korean NOT CHINESE!

"No soup [library service] for you!"

I really enjoy the "Soup Nazi" from Seinfeld. At times, I find I act a lot like the Soup Nazi, especially when patrons don't behave the way I want them to, like following basic rules. I work at a private academic university, and I feel we have a community patron problem. Why do we even have community patrons, you ask? Mainly because we are a partial federal depository library, and we are legally required to allow community users access to our materials. Also, academic libraries generally allow patrons outside the campus community to look at their books, periodicals, etc.

Our community patron, R., doesn't make use of our books. He monopolizes a computer - a computer from which he runs a business. He doesn't understand why he cannot use his cell phone right next to the library computer, in case, as he terms it, of conference calls. When he's on a computer, we have to kick him off so students can use it. He has figured out the student login (not as though that was difficult), so now he has unlimited printing. He never brings his own pens or pencils, so he is always using ours or a student's. One time, he asked to use the reference desk phone, then our personal cell phones because he was having trouble with his. When we all refused, he asked a student to use hers. He constantly has technology problems, which he then needs help solving. We have to constantly remind him that he cannot use the lab, to please take his cell phone calls outside, stop pestering the students, and so on. (As you can tell, he has been the fly in my ointment for a while).

There are all sorts of theories flying around about what he is actually doing. For a while, we were convinced he was running a spam operations because we had to help him with pdf problems. Then, we thought he was running a phone scam because he is constantly asking for and promising large sums of money to people. (He'd also like us to find the number for Goldman Sachs).

I have really worked on my attitude (although it doesn't seem like it). I don't want to be the only librarian who constantly complains about R. My colleagues try to remind me that it isn't my problem; my boss has made a decision to let him stay. For some reason, I find this unhelpful. I can't see a problem like this, where someone is disrupting library service, and not do anything about it. On the other hand, I did not decide to work in a public library, so all I really want to deal with is snotty college students. Upon further reflection, though, I realized that even a public library would not put up with his behavior. I think the problem I'm having comes down to valuation of library services. Apparently, my colleagues and I have a difference of opinion.