Problem Behaviors completion quiz Survey

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1. Please add your name below so that you receive credit for participating

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2. With which division or group is your department or branch associated?

Neighborhood Library Services

CASD

SLRC

Facilities/Security

Business Office or HR

Administration

Other

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3. It is most important that ______ model desired behaviors all of the time.

public service staff

librarians

security and facilities

branch staff

leadership

all staff

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4. What is the best type of "barrier" to use for encouraging/ensuring distancing and staff protection?

wall signs and handouts

caution tape and bright banners

hard barriers like desks or other furniture

verbal reminders from staff

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5. What is the best way to prevent customers from sitting on chairs or using computers?

tape and "do not use" signs

clearly marking the chairs and computers you do want them to use

removing the items from the area or moving them to recommended separation distances

turn them around so customers clearly see they are not to be used

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6. Which of the following are true?

signs should have as much information as possible

signs should be text only - no pictures or unneeded additions

the more signs the better

all of the above are true

none of the above are true

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7. If if a desired behavior is _____ more people are apt to do it.

forcefully said

easy

obvious

posted on a sign

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8. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the first approach you should take with the customer (you should always start here)?

Customer agrees with the rules but made a mistake

Customers disagree with the rule because it conflicts with their values

Customer is focused on the inconvenience rather than having a strong viewpoint

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9. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the second step you should use to get the customer to follow the rules?

Customer agrees with the rules but made a mistake

Customers disagree with the rule because it conflicts with their values

Customer is focused on the inconvenience rather than having a strong viewpoint

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10. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the third approach you should use to get the customer to follow the rules?

Customer agrees with the rules but made a mistake

Customers disagree with the rule because it conflicts with their values

Customer is focused on the inconvenience rather than having a strong viewpoint

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11. If a customer disagrees with a rule because it conflicts with their values or beliefs, you need to:

change the person's mind/opinion so they don't repeat the behavior.

tell them you agree with them, but the library is forcing you to enforce the rules, so can they help you out?

change the behavior without trying to change their values

assume a position of authority because that is what they respect

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12. Which of the following is the only question you can ask a customer who claims they cannot wear a mask for medical reasons?

What condition do you have that prevents you from wearing a mask?

Are you unable to wear a mask because of a disability?

Do you have documentation of your condition that exempts you from the rule?

Nothing - you cannot ask any questions.

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13. You cannot turn a customer away under any circumstances. Please select the best response to this statement.

True, you must make any accommodation necessary to allow them to use the library.

False, but you should offer alternatives if possible (curbside service, delivery).

False, if they don't comply make them leave.

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14. If you turn away a customer who refuses to wear a mask or accept a modification, it is important that you immediately document the incident.

True

False

Problem Behaviors completion quiz

Question Title

* 1. Please add your name below so that you receive credit for participating

Question Title

* 2. With which division or group is your department or branch associated?

Question Title

* 3. It is most important that ______ model desired behaviors all of the time.

Question Title

* 4. What is the best type of "barrier" to use for encouraging/ensuring distancing and staff protection?

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* 5. What is the best way to prevent customers from sitting on chairs or using computers?

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* 6. Which of the following are true?

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* 7. If if a desired behavior is _____ more people are apt to do it.

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* 8. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the first approach you should take with the customer (you should always start here)?

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* 9. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the second step you should use to get the customer to follow the rules?

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* 10. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the third approach you should use to get the customer to follow the rules?

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* 11. If a customer disagrees with a rule because it conflicts with their values or beliefs, you need to:

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* 12. Which of the following is the only question you can ask a customer who claims they cannot wear a mask for medical reasons?

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* 13. You cannot turn a customer away under any circumstances. Please select the best response to this statement.

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* 14. If you turn away a customer who refuses to wear a mask or accept a modification, it is important that you immediately document the incident.

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* 15. Do you have any questions you would like to have answered? Please list them in the space below.

1. Please add your name below so that you receive credit for participating

2. With which division or group is your department or branch associated?

3. It is most important that ______ model desired behaviors all of the time.

4. What is the best type of "barrier" to use for encouraging/ensuring distancing and staff protection?

5. What is the best way to prevent customers from sitting on chairs or using computers?

6. Which of the following are true?

7. If if a desired behavior is _____ more people are apt to do it.

8. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the first approach you should take with the customer (you should always start here)?

9. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the second step you should use to get the customer to follow the rules?

10. The program suggests a three step strategy when approaching customers who don't wear masks or social distance. What is the third approach you should use to get the customer to follow the rules?

11. If a customer disagrees with a rule because it conflicts with their values or beliefs, you need to:

12. Which of the following is the only question you can ask a customer who claims they cannot wear a mask for medical reasons?

13. You cannot turn a customer away under any circumstances. Please select the best response to this statement.

14. If you turn away a customer who refuses to wear a mask or accept a modification, it is important that you immediately document the incident.

15. Do you have any questions you would like to have answered? Please list them in the space below.