Please find below an email forwarded on behalf of a colleague. I would be
grateful if you could reply directly to her, rather than to me.
Cerys Russell
East Kent Archives Centre
____________________________________________________________________________
___________________
A call for help !
Kent County Council is currently involved in an initiative to deliver a
"Dealing with Challenging Behaviour" training course to all of its
front-line Arts & Libraries staff.
Part of the course requires the participants to respond to a scenarios
exercise on 'handling challenging customers'. This is based on real-life
incidents, but, as the course was set up primarily with library staff in
mind, the questions do not directly relate to the experiences of archive
staff. To make it more relevant I would like to modify this section to
include the sorts of issues that searchroom staff encounter with users/
researchers.
If anyone has encountered any unruly/ aggressive/ difficult/ dangerous
behaviour that they wouldn't mind sharing (we will, of course, maintain the
anonymity of all involved) I would be delighted to hear from you.
Many thanks
Lynne Bowdon
Archives Assistant
East Kent Archives Centre, Enterprise Zone, Honeywood Road,
Whitfield, DOVER, CT16 3EH, UK
Phone: (01304) 829 306 Fax: (01304) 820 783
E-mail: [log in to unmask]
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