#ukmedlibs Transcript
Healthcare social media transcript of the #ukmedlibs hashtag. – (). See #ukmedlibs Influencers.
| Profile | Tweet |
|---|---|
 | 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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