Improv @ the library

Improv at the library Is less about being funny at work and more about using interactive techniques to work through customer service issues and problems.  The bulk of the workshop was about using role play scenarios offline to prepare and better equip staff for handling those scenarios while actually on the desk. 

So, one sample scenario involves participants pretending to be a patron who owes $100 in fines.  While the difficult patron role is usually the favorite, other participants play the part of the library staff person.  As staff role play their "dealing" with the problem patron, other participants are supposed to "tap in" and take the place of the problem patron or library staff.  As many people can tap in as they want. 

After the role play, all participants and observers provide feedback about the scenario -what works with the difficult patron and what doesn't.  This allows the team to work together to come up with ideas on handling the situation.

The Los Gatos Library that presented this program does scenarios every week.  They have a short meeting and talk about actual problems they're having and use those for their improv/role play. After the role play, staff are much better prepared to move into the day with confidence and practical ways of handling customer service issues.

Nobody is forced to role play, and those who don't want to can help in providing feedback and possible solutions. 

Another important idea was that of warming up to role playing and improv at your library.  We did some warm up exercises and beginning improv techniques, as they cautioned it can take time for staff to get comfortable and trusting enough to effectively work through issues in this way.

Overall I though this was a fun and energetic way to work on problem solving.  Everyone can contribute, and in the end, much of the fear and worry about dealing with certain situations can be very much reduced.