Tuesday, May 17,
2005
Section Program Session II
2:30–4:00
p.m
Location: Convention Center, Room: River 008B
Challenging Patrons,
Challenging Questions: Case Scenarios to Enlighten our Futuro Magnifico
How do we conduct a reference
interview with an emotionally distracted
or mentally ill/challenged patron? How do we handle our own emotions with
patrons whose questions we find offensive? Experts from the counseling
field will provide us with insights in handling difficult customers.
Scenarios will be acted out for around 5 minutes. When the scene is frozen
our reaction panel of counselors will suggest coaching tips to reach out
in
this difficult situation. See below for a description of the scenarios
that will be presented.
MODERATOR: Joy Kennedy,
MLS, Health Resource Library, Northwest
Community Hospital
PANEL:
Joseph Kobos, PhD, Director, Counseling Service, Univ Texas Health Science
Ctr, San Antonio, TX
Richard Reams, PhD, Assistant Director, Counseling Service, Trinity Univ.
Kozue Shibazaki, PhD, Counseling Service, Univ Texas Health Science Ctr.
Ilianai Torres-Roca, MD, Dept. of Psychiatry, Univ Texas Health Science
Ctr.
Christopher Wallace, MD, Dept. of Psychiatry, Univ Texas Health Science
Ctr.
Scene One : The Mental Patient
Visits the Library
(written by Carmen Bou-Crick, MSLS, Pomerance Library, Univ. of Miami
Miller School of Medicine)
PATIENT: Dr. Ilianai Torres-Roca, MD, Univ Texas Health Science Ctr, San
Antonio, Dept. of Psychiatry
LIBRARIAN: Carmen Bou-Crick, MSLS, Pomerance Library, Univ. Miami Miller
School of Medicine
Scene Two: Bigotry or Research?
Literature Search to "Cure" Homosexuals
(written by Michael Scott, MLS, Fairview-University Medical Center Library)
DR. JONES: Sheila Snow-Croft, MLS, NN/LM Southeastern/Atlantic Region
LIBRARIAN JANE: Mary Helms, MLS, Univ. Nebraska Medical Center
Scene Three: The Angry Patron
(written by Penny Coppernoll-Blach, MLS, Biomedical Library, Univ. California
San Diego)
LIBRARIAN: Penny Coppernoll-Blach, MLS, Biomedical Library, Univ. California
San Diego
PATRON: Barbara Slater, MLS, Biomedical Library, Univ. California San
Diego
Scene Four: Human Sexuality
Information for an Adult with Mental Retardation
(written by Rebecca Abromitis, MLS, Health Sciences Library System, Univ
of Pittsburgh)
LIBRARIAN LINDA: Linda Hartman, MLS, Health Sciences Library System, University
of Pittsburgh
PATRON: Rebecca Abromitis, MLS, Health Sciences Library System, University
of Pittsburgh
Sponsors: Consumer and
Patient Health Information Section; Corporate Information Services Section,
Mental Health SIG and Lesbian, Gay, Bisexual and Transgendered
SIG.
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