Pat Wagner of Pattern Research, Inc. presented a workshop last week on dealing with difficult people. This was a great workshop with practical information. Be sure and check out her sessions at TLA in San Antonio.
One exercise she mentioned that would be eye-opening for any work environment, was to ask each staff member to write down policies and rules they feel are not being followed - either by co-workers or customers. Often when this is done, it is realized that many "rules and policies" are not actually official rules or policies. This exercise helps identify these ad hoc rules which will help in limiting library confusion. Try it at your next staff meeting!