The Growing Menace of Pessimism-On-Display (POD): How to Spot It, How to Stop It

The Growing Menace of Pessimism-On-Display (POD): How to Spot It, How to Stop It

Whether we are dealing with a high stakes opportunity like making a case for continued funding before county or city commissioners or introducing a new service idea to departmental staff, assumptions and prejudices – ours or those of others – can challenge our ability to stay above the fray. Assumptions and prejudices may be office gossip, popularity contests, or the growing menace of pessimism-on-display or POD. Brouhaha can be in the form of our own irritations, stubbornness, or a lack of tolerance for POD. 

By focusing our mind as problem-solvers and decision makers, we can stay above the fray. Whether we are offering a new idea for a collaborative project or tapping new sources of funding, a cheerful, sincere, and cooperative approach can help us include input from all sources to best achieve our goal.

Learn to work with, not against, Supervisor Extraordinaire (Super Ex). Imagine a scenario where, Super Ex shares the news that the administration is considering changing the purpose, height, and staffing of the customer service desk as part of an upcoming renovation. Accordingly, the administration is seeking staff input on shifting to a potentially new approach to desk service, combining circulation and information services to better manage changing user needs and habits. The goal is to bring out the best thinking of the group, address concerns, and gather helpful information for the administration. Setting the tone, Super Ex shifts gears to guide the conversation away from arguing: 

Super Ex: Okay, let’s do a quick check-in on how everyone is feeling right now. We’ll go around the room; please share, in one or two words, how you are feeling about this renovation news.

Jack-Of-All-Trades: Excited!

Merry: Delighted!

Whiny: Gloomy, irritated, anxious, angry. I don’t understand! Why is this happening? Who wants to make this awful change? I feel peeved and shocked! I don’t like standing while waiting on customers or sitting on high chairs. You talk about how much the administration supposedly values the librarian. We should all be feeling betrayed and bullyragged into doing something that will be inconvenient for our work. 

Super Ex: Thank you! Let’s go through our conversation a step-at-a-time. Our first question to ponder is: What are the possible benefits to working at a combined-purpose desk with a taller desk height?

Jack: I like the flexibility to work at the computer station while standing or sitting on a high chair. The only option now is to sit down at the lower desk computer monitor to look something up. I also like the idea that people will have a one-stop-shop to check out their books and ask a reference question. 

Merry: It seems the new desk will put me at eye level with adult customers, whether I’m standing or sitting on a higher chair. That seems helpful. I think I’ll be “on my toes” more, pun intended, with a bit more cheerful energy in my interactions and a brighter sparkle in my eye to greet patrons. Also, they say that standing helps burn calories! ☺

Whiny: What about the children? We won’t be able to be at their eye level.

Super Ex: There will be opportunities to discuss obstacles. Right now, is there a benefit or advantage to this type of setup.

Whiny: I can’t see anything good about it.

Super Ex: Okay. Here’s our next question: What obstacles or potential risks may prevent the new desk setup from being successful?

Whiny: Can I please answer first? What about the children? I like to sit low with my hands behind my neck leaning back in the swivel chair, showing families that I am relaxed. I’m going to be asked how to check out a book or a complicated question about fines, that’s not my job!

Super Ex: Good point about not being at eye level with children; and your concern about being asked circulation type questions is a good one. Thank you. Our next question to ponder will help us explore how to find solutions. But before we do that, can anyone else identify other potential obstacles or downsides?

Whiny: I just don’t understand why we’d make staff feel uncomfortable and lacking in confidence by doing this. Plus, it’s poor customer service to make children and families feel unwelcome.

Super Ex: Thank you ☺ Anyone else?

Jack: There may be some staff not physically able or comfortable sitting at a tall chair. I also think we’ll need a new training program so that staff, as Whiny pointed out, will have the confidence to provide service with this new approach. 

Merry: Some staff may not be able to stand for long periods of time, either. I also think, like Whiny, that children may be intimidated coming up to a tall desk, with or without their adult caregivers. A tall desk may create the sense of a big barrier between staff and customer.

Super Ex: Excellent points! Now what new and fresh ideas can we generate to overcome these potential obstacles?

Jack: We could have one section of the desk that is lower for the kids and for staff who need a regular chair. I think overall people will get better customer service with a combined desk.

Merry: We can design a couple of spaces to break up the desk – so it’s not one long continuous desk. Staff can then easily come out from behind the desk to greet families with young children to begin answering their questions. In that way, they should feel welcome and appreciated. Hey, maybe we could carry computer tablets at-the-ready to look something up. We can be on the move, roving the floor, to check in with customers, making sure they are finding what they want. I would love that approach to helping people. We can create a balanced way to gently check in while not being a nuisance to people. 

Whiny: I must admit. These ideas are sounding hopeful. I can see that a combined desk may free up time for some staff to do more collection development, programming, and community outreach – which will be great for our library patrons. By the way, you can call me Whiny-But-Hopeful ☺ 

Super Ex: Thank you, everyone! I’ll take your excellent input to the next renovation meeting. 

Take a few minutes to ponderthe following questions about staying above the fray:

1. How can I become a better listener?
2. When I encounter     a low mood, what things can I do to turn that mood around?
3. How can I nurture the good in each situation?
4. How can I enrich my work with humor, joy, and harmony?

“When I was a boy and I would see scary things in the news, my mother would say to me, ‘Look for the helpers. You will always find people who are helping.’” ― Fred Rogers

Excerpt adaptation, 2024, from Inspired Collaboration: Ideas for Discovering and Applying Your Potential by Dorothy Stoltz with Susan M. Mitchell, Cen Campbell, Rolf Grafwallner, Kathleen Reif, and Stephanie Mareck Shauck. (Chicago: American Library Association © Copyright 2016 by Dorothy Stoltz, Susan M. Mitchell, Cen Campbell, Rolf Grafwallner, Kathleen Reif, and Stephanie Mareck Shauck. All Rights Reserved.)