ABSTRACT
Coping with difficult situations or impossible people is all part of a day’s work in the life of a reference or other public services librarian. Coping with difficult situations may require different approaches than dealing with a set of difficult patron behaviors. In some situations, it may be a matter of establishing policy, keeping emergency numbers available or helping librarians develop more assertive attitudes and behaviors. In the case of working with impossible patrons (or others), understanding what motivates human behavior and developing coping skills which consciously make use of specific kinds of interpersonal communication can improve staff performance in this area. In either case, library managers should recognize their own part in being role models for reference staffs and the need to provide opportunities for growth and learning in this area for library personnel.
