#ukmedlibs Transcript

Healthcare social media transcript of the #ukmedlibs hashtag. (). See #ukmedlibs Influencers.

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UKMedLibs @ukmedlibs
Welcome one and all to the March #ukmedlibs, please do introduce yourself and say where you're from.
Louise @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.
Sam @samanthaclare
hi Sam here from Hampshire settling in for the evening on #ukmedlibs
UKMedLibs @ukmedlibs
and now to the first question.....Have you come across difficult people at work? How does it affect the workplace? #ukmedlibs
Igor @iroberger
Hello all, igor here, 2nd clinical librarian @BrightonSx_LKS listening in from behind the cooker tonight #ukmedlibs
Sam @samanthaclare
q1 - it depends on the definition of "difficult people". Just because they might not agree with me doesn't make them difficult! #ukmedlibs
Tom Roper @tomroper
Tom here, one of two clinical librarians at @BrightonSx_LKS #ukmedlibs
Louise @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 @louisewann
@UKMedLibs Q1A I would say somebody who isn't will listen to reason or refuses to make a compromise #ukmedlibs
Sam @samanthaclare
Q1A - the definition would have to vary depending on situation/personality I think. #ukmedlibs or what people might be passionate about?
Tom Roper @tomroper
#ukmedlibs Definition of difficult is, er, difficult. In my public library days it would be users who were drunk, drugged, violent
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 @hollingtonn
Hi everyone! Very late! Holly here from @SASHLibs (does this make me the 'difficult person'?) 😬 #ukmedlibs
Sam @samanthaclare
I find sales reps difficult, but only cos I have no money, can't be bothered with the patter, etc, but they have a job to do! #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 @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 @louisewann
@Hollingtonn @SASHLibs just fashionably late! #ukmedlibs
Holly Case @hollingtonn
I agree with @tomroper, I found that public library users could be a lot more volatile #ukmedlibs
Louise @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
Sam @samanthaclare
Q2 - I have a vague recollection of a person that kept asking for the same help over and over, seemed to refuse to retain info! #ukmedlibs
Louise @louisewann
@samanthaclare Q2. Yes, its certainly difficult when users don't won't to take ownership of their own learning #ukmedlibs
Tom Roper @tomroper
@Hollingtonn #ukmedlibs Volatile is a good word.
Sam @samanthaclare
@LouiseWann yes that's it exactly, we are willing to help, but come on! That said, my Dad is exactly the same, utter technophobe! #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 @wichor
Wichor bramer here from rotterdam netherlands #ukmedlibs
UKMedLibs @ukmedlibs
any more examples to offer? Come on don't be shy. #ukmedlibs
Holly Case @hollingtonn
@LouiseWann @UKMedLibs in a retail job, I had a customer throw a pair of trousers at me #ukmedlibs
Wichor Bramer @wichor
I have a recurring annoying customer #ukmedlibs keeps asking our help on databases that we don't offer and gets rude
Holly Case @hollingtonn
I'm lucky to have not yet had a difficult user experience in health libraries yet #ukmedlibs
Wichor Bramer @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"
HLG SIG @ciliphlg
RT @LouiseWann: @UKMedLibs Q1A I would say somebody who isn't will listen to reason or refuses to make a compromise #ukmedlibs
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
HLG SIG @ciliphlg
#ukmedlibs hello all finally here sorry to be so late
Louise @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 @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 @wichor
Turned out to be v important files for a book, managed to recover most, she s still angry #ukmedlibs
Sam @samanthaclare
@wichor we have undergrads wanting help with uni databases, as they were likely future staff we would often help as far as poss. #ukmedlibs
HLG SIG @ciliphlg
#ukmedlibs q2 how about repeat offenders asking diff LkS staff for the same search!!!
UKMedLibs @ukmedlibs
@wichor we librarians are good at biting our tongues and being polite instead of saying "you incompetent fool!" #ukmedlibs
HLG SIG @ciliphlg
@wichor #ukmedlibs have had that happen too
Holly Case @hollingtonn
Q2. But, I knew I was helping people in difficult situations, rather than difficult people. Patience is key in public libraries #ukmedlibs
Tom Roper @tomroper
But I start from premise that very few people, whether users or colleagues, deliberately mean to be beastly #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
HLG SIG @ciliphlg
@samanthaclare @wichor nice response I like that but have had the same experience too and refer 2 other libs #ukmedlibs
Holly Case @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
HLG SIG @ciliphlg
@tomroper good point most just genuinely need help #ukmedlibs
Holly Case @hollingtonn
Very true! 😇 https://t.co/AqSkpBlx8r
Louise @louisewann
@Hollingtonn Q3. I agree. I would back up a colleague up even if I didn't entirely agree with them. #ukmedlibs
Tom Roper @tomroper
@UKMedLibs Absolutely #ukmedlibs It’s exam time for medical students right now, and they’re all stressed
Wichor Bramer @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
Tom Roper @tomroper
A clinician who’s ‘difficult’ may have just lost a patient. #ukmedlibs
UKMedLibs @ukmedlibs
@tomroper true, and those that are just persistently rude/awkward/demanding?? #ukmedlibs
KP @agentk23
Q3 depends in what you are meaning by "difficult" ? #ukmedlibs https://t.co/IZYzWFJ0rP
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!)
Sam @samanthaclare
@wichor @CILIPHLG I wonder if she feels that she might get better/more useful help from you? A compliment perhaps!?? #ukmedlibs
Louise @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 @hollingtonn
Q4. Very much depends on the group! I had a rowdy group of paramedics recently & felt comfortable calling them out #ukmedlibs
HLG SIG @ciliphlg
@Hollingtonn agree talking and making it a learning point is crucial #ukmedlibs
Holly Case @hollingtonn
(Q4. I would NOT call out a group of consultants for chatting) #ukmedlibs
KP @agentk23
#ukmedlibs Q2 A user repeatedly ask me personally for help in a HE lib for a personal poster. Had to firmly say "this is the last time"
Sam @samanthaclare
q4 - a colleague once had a session whereby someone INSISTED that google was far and away better than medline etc!! #ukmedlibs
Sam @samanthaclare
q4 apparently he was so stubborn and unwilling to listen that she agreed to disagree and carried on! #ukmedlibs
Holly Case @hollingtonn
@tomroper between higher ups & jnr doctors? Interesting. What do they suggest? #ukmedlibs
HLG SIG @ciliphlg
@AgentK23 nice you helped them but great you were firm and put a stop to it how did they take it? #ukmedlibs
UKMedLibs @ukmedlibs
@tomroper can you explain a bit more? or is that like @samanthaclare's colleague and her google experience? #ukmedlibs
Tom Roper @tomroper
@samanthaclare Might make for a lively debate though? #ukmedlibs
KP @agentk23
If it is euphemism for bullying behaviour or could be construed as such, report it to senior management #ukmedlibs q3 https://t.co/DliaI94Q3U
Louise @louisewann
@tomroper Q3. Definitely! Junior staff should be encouraged to speak up if they feel things could be done differently or better. #ukmedlibs
HLG SIG @ciliphlg
#ukmedlibs q4 involve them in the session as a sort of co-facilitator and they share their tips with peers 2 works 4 me
Sam @samanthaclare
@Hollingtonn why not, why paramedics not consultants?!? (I used to feel the same way). I would probably do it now. #ukmedlibs (probably!)
Sam @samanthaclare
@tomroper yes, but only if the trainee will engage? But then I suppose my colleague might be guilty of not engaging too? #ukmedlibs
Holly Case @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 @louisewann
@samanthaclare Q4. Sounds like there's a need for a Google vs Medline session... #ukmedlibs
Tom Roper @tomroper
@Hollingtonn @ukmedlibs @AgentK23 See this from London deanery, for an e.g. https://t.co/bOgYBe4i8I #ukmedlibs
UKMedLibs @ukmedlibs
@AgentK23 of course, but how would you handle it during the situation? #ukmedlibs
Holly Case @hollingtonn
@samanthaclare I feel like they are more geared towards banter! But, you're right I should be better at asserting my authority #ukmedlibs
Sam @samanthaclare
@Hollingtonn that's brilliant! a google off! Would you do it again? #ukmedlibs
Holly Case @hollingtonn
@samanthaclare funnily enough, he never contacted me about it. They wanted to do it in front of the GP trainees. #ukmedlibs
HLG SIG @ciliphlg
RT @LouiseWann: @samanthaclare Q4. Sounds like there's a need for a Google vs Medline session... #ukmedlibs
Sam @samanthaclare
@Hollingtonn so...what....you found a more up to date paper or a better paper? #ukmedlibs
Holly Case @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 @louisewann
@samanthaclare Q5. I wonder if once they've had a chance to calm down most situations will resolve themselves. #ukmedlibs
Holly Case @hollingtonn
@samanthaclare I said not only would I do that, but afterwards I'll show how to search Google more effectively #ukmedlibs
Holly Case @hollingtonn
Q6. Try to remain calm & remember it probably isn't about you #ukmedlibs
HLG SIG @ciliphlg
#ukmedlibs q5 depnds meaningful dialogue wrt repeat litsearch req sat w her estb that she tgt litresults = essay q done
Sam @samanthaclare
@LouiseWann that's why de-escalation skills are important, but then some people are just irritating! :-) #ukmedlibs
UKMedLibs @ukmedlibs
a very good point...it probably isn't about you. #ukmedlibs https://t.co/j6A5wOzMAC
HLG SIG @ciliphlg
#ukmedlibs q6 call for help and support as soon as things get out of hand
UKMedLibs @ukmedlibs
Q7: Is this something that training should be offered in? (How to handle difficulut people/situations) #ukmedlibs
Louise @louisewann
@UKMedLibs Q7. Yes! I was always surprised that my library degree didn't include customer service. Would have been very useful #ukmedlibs
Sam @samanthaclare
@ricpaul you're missing #ukmedlibs!! I thought you had a wealth of experience! :-)
Sam @samanthaclare
q7 - I have had training for difficult situations, but they somehow never quite relate to people complaining about late books!! #ukmedlibs
Holly Case @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
HLG SIG @ciliphlg
I think it should I did a customer service course too @wrk and cascaded tips to my team brill course #ukmedlibs https://t.co/SgOflYoQgZ
HLG SIG @ciliphlg
@samanthaclare perhaps we can put together some handy hints for future sessions #ukmedlibs
UKMedLibs @ukmedlibs
perhaps people don't quite expect to come across difficult people/situations in a library of all places! #ukmedlibs
HLG SIG @ciliphlg
RT @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
Ric Paul @ricpaul
@UKMedLibs Yes! I've had a session a long time ago. Not sure I really remembered much when it came to the crunch, though. #ukmedlibs
Sam @samanthaclare
@CILIPHLG definitely worth doing I think. Might help a few people! #ukmedlibs (myself included!)
HLG SIG @ciliphlg
@UKMedLibs agree but judging from tonight's chat we all have had a lot of experience so scenarios are needed #ukmedlibs
Holly Case @hollingtonn
@UKMedLibs it's something I worry about a lot! Especially having experienced a difficult colleague previously #ukmedlibs
Sam @samanthaclare
@ricpaul it's difficult. At least the transcript will be available - perhaps read it on the train on Friday!? #ukmedlibs
UKMedLibs @ukmedlibs
@Hollingtonn if you worry about it, you are probably NOT the difficult person. #ukmedlibs
KP @agentk23
#ukmedlibs have to go look forward to the summary
Holly Case @hollingtonn
@UKMedLibs I hope not! #ukmedlibs
Ric Paul @ricpaul
@UKMedLibs Thinking of recent situation, assertiveness training crucial: state position clearly & stick 2 it. Repeat ad infinitum #ukmedlibs
HLG SIG @ciliphlg
Indeed food for thought I guess in our own ways and diff situations we can all b difficult #ukmedlibs https://t.co/zuXVXIpCGw
UKMedLibs @ukmedlibs
@ricpaul yes, the broken record technique can be very effective. #ukmedlibs
RayByatt @rayannebyatt
Hi better late than never...just 1 difficult consultant in 4 years at my trust, complete contrast to public libraries #ukmedlibs https://t.co/uHvMDugQoe
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
Ric Paul @ricpaul
Has anyone mentioned making notes after the difficult situation? If there's a chance it may go further, detailed notes v helpful #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
RayByatt @rayannebyatt
I think that must certainly be the case. I worry about the safety of colleagues in public libraries.#ukmedlibs https://t.co/Lagyay4ORE
 

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