Self-Evaluation

1. True / False.  The difference between difficult and disruptive patrons centers on how they affect others in the library.

2. True / False.  You should be respectful and courteous to difficult patrons but try to close each transaction quickly, so you can get back to more important work.

3. Initial responses to the disruptive patron should include:
   1. remaining calm and collecting your thoughts
   2. escorting the patron to a secluded corner or quiet office
   3. asking the patron to tell you about the problem and listening carefully to the answer
   4. checking to be sure you have understood the facts and the patron's feelings about the situation
   5. all of the above
   6. a., c. and d.
   7. b., c. and d.

4. Unattended children in the library are often a problem.  In dealing with an unaccompanied child, what should you keep in mind?
   1. protecting the child's right to use the library
   2. protecting the child's right to express himself honestly
   3. protecting the child from harm
   4. preventing the child from interfering with others' use of the library
   5. all of the above
   6. a., b. and d.
   7. a., c. and d.

5. True / False.  If a patron asks for advice on purchasing new office equipment, it is okay to recommend an item based on your personal experience.