Talk to Tom about why he needs the information and what he needs from the books. Then show Tom the appropriate parts of the library and explain how different materials might help in different ways. Check that there are suitable resources.

Feedback

In a friendly and approachable way you have found out what Tom really needs. You can back this up by asking whether he needs further help - say something like "Have a look here and come back and let me know how you got on. If necessary, we'll get just what you need from another library."
Libraries can be scary places if you don't know how they are organised. Young people like to see an adult showing how something can be done, rather than just telling them. Actually showing Tom the correct shelves will make the whole experience less daunting.
You don't have to be an expert in whatever subject area young people bring to you. But you do need a working knowledge of what your library offers, where things are and what alternatives might be available elsewhere.

Any gaps here in your knowledge.

Check with colleagues for answers.

Remember to acknowledge to anyone else waiting at the desk that you'll be with them as soon as you've helped Tom with his enquiry.

<< begin again

Now try the next Scenario: Listening Well