#ukmedlibs Transcript
Healthcare social media transcript of the #ukmedlibs hashtag.
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See #ukmedlibs Influencers/Analytics.
| Profile | Tweet |
|---|---|
 | UKMedLibs @UKMedLibs Welcome one and all to the March #ukmedlibs, please do introduce yourself and say where you're from. |
 | Louise Levitt @LouiseWann @UKMedLibs hello I'm Louise Wann, Assistant Librarian at West Middlesex Uni Hospital #ukmedlibs |
| UKMedLibs @UKMedLibs Do get comfy while I go through the ground rules! First - please ensure that you use the #ukmedlibs hashtag - keeps it altogether you see! |
| UKMedLibs @UKMedLibs and second, please try and remember to use the number relating to the question that has just been asked, but I know that's tricky #ukmedlibs |
| UKMedLibs @UKMedLibs Finally - as this one is "difficult people" please remember not to use identifying detail if speaking specifically! :-) #ukmedlibs. |
| UKMedLibs @UKMedLibs and now to the first question.....Have you come across difficult people at work? How does it affect the workplace? #ukmedlibs |
| Louise Levitt @LouiseWann @samanthaclare good point Samantha! #ukmedlibs |
| UKMedLibs @UKMedLibs perhaps we should have a question 1A - "what makes a difficult person? what is the definition of difficult people"? #ukmedlibs |
| Louise Levitt @LouiseWann @UKMedLibs Q1A I would say somebody who isn't will listen to reason or refuses to make a compromise #ukmedlibs |
| UKMedLibs @UKMedLibs @LouiseWann yes that's a good one - makes it very hard to work with them whether they are colleagues, managers, or clients. #ukmedlibs |
 | Holly Case Wyatt @Hollingtonn Hi everyone! Very late! Holly here from @SASHLibs (does this make me the 'difficult person'?) 😬 #ukmedlibs |
| UKMedLibs @UKMedLibs ok then - Q2: Can you give an example of a situation with a difficult person and how you handled it? #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q1. Anyone who is making it difficult for you to do your job / users to use the library space or services #ukmedlibs |
| UKMedLibs @UKMedLibs @Hollingtonn @SASHLibs no comment! 😀 #ukmedlibs |
| Louise Levitt @LouiseWann @Hollingtonn @SASHLibs just fashionably late! #ukmedlibs |
| Holly Case Wyatt @Hollingtonn I agree with @tomroper, I found that public library users could be a lot more volatile #ukmedlibs |
| Louise Levitt @LouiseWann @UKMedLibs I had a user throw their library card at me once because it had stopped working. I can't remember how I dealt with it..#ukmedlibs |
| Louise Levitt @LouiseWann @samanthaclare Q2. Yes, its certainly difficult when users don't won't to take ownership of their own learning #ukmedlibs |
| UKMedLibs @UKMedLibs @tomroper @Hollingtonn must make it difficult to know what might happen next, the same issue may not even phase them next time! #ukmedlibs |
 | Wichor Bramer, PhD @wichor Wichor bramer here from rotterdam netherlands #ukmedlibs |
| UKMedLibs @UKMedLibs any more examples to offer? Come on don't be shy. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @LouiseWann @UKMedLibs in a retail job, I had a customer throw a pair of trousers at me #ukmedlibs |
| Wichor Bramer, PhD @wichor I have a recurring annoying customer #ukmedlibs keeps asking our help on databases that we don't offer and gets rude |
| Holly Case Wyatt @Hollingtonn I'm lucky to have not yet had a difficult user experience in health libraries yet #ukmedlibs |
| Wichor Bramer, PhD @wichor "Why did your computer delete all my files?" #ukmedlibs "it says you have a virus. Did you backup your usb stick?" "No! Get them back" |
| UKMedLibs @UKMedLibs @wichor can you refer them on to another library? Or are they one of your own library users? #ukmedlibs |
| UKMedLibs @UKMedLibs Q3: How can you support your colleagues if the difficult person is a team member? #ukmedlibs |
| Louise Levitt @LouiseWann @UKMedLibs I've had an occasion when I felt physically threatened by a user that lost his temper over a PC issue.Not pleasant. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q2. Due to the nature of some of my work in public libraries I often had interactions with extremely emotional user #ukmedlibs |
| Wichor Bramer, PhD @wichor Turned out to be v important files for a book, managed to recover most, she s still angry #ukmedlibs |
| UKMedLibs @UKMedLibs @wichor we librarians are good at biting our tongues and being polite instead of saying "you incompetent fool!" #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q2. But, I knew I was helping people in difficult situations, rather than difficult people. Patience is key in public libraries #ukmedlibs |
| UKMedLibs @UKMedLibs @tomroper that's a very good point there. Perhaps they are having a bad day or have just lost that vital report! #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q3. I think it's always so important to back your colleague up & be a team. Too many times have I seen people being undermined #ukmedlibs |
| UKMedLibs @UKMedLibs repeating q3 just in case people missed it... Q3: How can you support your colleagues if the difficult person is a team member? #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Very true! 😇 https://t.co/AqSkpBlx8r |
| Louise Levitt @LouiseWann @Hollingtonn Q3. I agree. I would back up a colleague up even if I didn't entirely agree with them. #ukmedlibs |
| Wichor Bramer, PhD @wichor @UKMedLibs no experience with that we have a great team #ukmedlibs |
| UKMedLibs @UKMedLibs @LouiseWann @Hollingtonn and perhaps have a private conversation later with why you might disagree? #ukmedlibs |
| UKMedLibs @UKMedLibs @tomroper true, and those that are just persistently rude/awkward/demanding?? #ukmedlibs |
| UKMedLibs @UKMedLibs Q4: Do you have any tips for dealing with that difficult person in a training session? #ukmedlibs (I am sure we've all been there!) |
| Louise Levitt @LouiseWann @UKMedLibs @Hollingtonn Yes I would. You shouldn't feel discouraged by voicing a difference in opinion #ukmedlibs |
| UKMedLibs @UKMedLibs @AgentK23 yes we were wondering that earlier - may have different connotations depending. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q4. Very much depends on the group! I had a rowdy group of paramedics recently & felt comfortable calling them out #ukmedlibs |
| Holly Case Wyatt @Hollingtonn (Q4. I would NOT call out a group of consultants for chatting) #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @tomroper between higher ups & jnr doctors? Interesting. What do they suggest? #ukmedlibs |
| UKMedLibs @UKMedLibs @tomroper can you explain a bit more? or is that like @samanthaclare's colleague and her google experience? #ukmedlibs |
| Louise Levitt @LouiseWann @tomroper Q3. Definitely! Junior staff should be encouraged to speak up if they feel things could be done differently or better. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @samanthaclare I had this from a GP! In the end he challenged me to a Google off! (I accepted knowing I would thrash him) #ukmedlibs |
| UKMedLibs @UKMedLibs Q5: How do you deal with difficult library users? #ukmedlibs (we may have slightly covered this one already) |
| Louise Levitt @LouiseWann @samanthaclare Q4. Sounds like there's a need for a Google vs Medline session... #ukmedlibs |
| UKMedLibs @UKMedLibs @AgentK23 of course, but how would you handle it during the situation? #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @samanthaclare I feel like they are more geared towards banter! But, you're right I should be better at asserting my authority #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @samanthaclare funnily enough, he never contacted me about it. They wanted to do it in front of the GP trainees. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @samanthaclare they wanted for me to show them how using an e-resource (ClinicalKey, DynaMed) was better/quicker than Google #ukmedlibs |
| UKMedLibs @UKMedLibs @AgentK23 report the behaviour sure, but when you're faced with the behaviour in front of you. do you walk away, deal with it? #ukmedlibs |
| Louise Levitt @LouiseWann @samanthaclare Q5. I wonder if once they've had a chance to calm down most situations will resolve themselves. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @samanthaclare I said not only would I do that, but afterwards I'll show how to search Google more effectively #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q6. Try to remain calm & remember it probably isn't about you #ukmedlibs |
| UKMedLibs @UKMedLibs a very good point...it probably isn't about you. #ukmedlibs https://t.co/j6A5wOzMAC |
| UKMedLibs @UKMedLibs Q7: Is this something that training should be offered in? (How to handle difficulut people/situations) #ukmedlibs |
| Louise Levitt @LouiseWann @UKMedLibs Q7. Yes! I was always surprised that my library degree didn't include customer service. Would have been very useful #ukmedlibs |
| Holly Case Wyatt @Hollingtonn Q7. Yes, customer service skills training quite standard in public libraries #ukmedlibs |
| UKMedLibs @UKMedLibs this is good too - walking away can be the best thing to do. #ukmedlibs https://t.co/aCGdoIxMis |
| UKMedLibs @UKMedLibs perhaps people don't quite expect to come across difficult people/situations in a library of all places! #ukmedlibs |
| UKMedLibs @UKMedLibs One final (unscripted) question from me….do you think YOU could be the difficult person? Food for thought perhaps!? #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @UKMedLibs it's something I worry about a lot! Especially having experienced a difficult colleague previously #ukmedlibs |
| UKMedLibs @UKMedLibs @Hollingtonn if you worry about it, you are probably NOT the difficult person. #ukmedlibs |
| Holly Case Wyatt @Hollingtonn @UKMedLibs I hope not! #ukmedlibs |
| UKMedLibs @UKMedLibs @ricpaul yes, the broken record technique can be very effective. #ukmedlibs |
| UKMedLibs @UKMedLibs watch out for the transcript -it should pop up in the next few days. And please do suggest topics that might catch our attention #ukmedlibs |
| UKMedLibs @UKMedLibs @rayannebyatt I wonder if a certain level of courtesy is expected/required in a "corporate/special" library. #ukmedlibs |
| UKMedLibs @UKMedLibs worth repeating - even if it goes no further, reflection is always good - might even help you next time it happens. #ukmedlibs https://t.co/P6LexmCx39 |
#ukmedlibs content from Twitter.