What do you do if library users are in conflict with library policies?

1 Identify the policy and the problem

The first step is to identify which policy the user is violating and what the problem is. For example, are they making too much noise, using inappropriate language, bringing food or drinks, accessing restricted materials, or damaging library property? You should be familiar with the policies and procedures of your library and be able to explain them clearly and calmly to the user. You should also be able to state the consequences of non-compliance, such as warnings, fines, suspensions, or bans.

2 Communicate effectively and respectfully

The second step is to communicate effectively and respectfully with the user. You should approach them politely and professionally, and avoid being confrontational or aggressive. You should use active listening skills, such as paraphrasing, summarizing, and asking open-ended questions, to understand their perspective and needs. You should also use assertive communication skills, such as expressing your feelings, opinions, and rights, without violating those of others. You should aim to resolve the conflict in a cooperative and constructive way, rather than escalating it or avoiding it.

3 Offer alternatives and solutions

The third step is to offer alternatives and solutions to the user. You should try to find a win-win outcome that satisfies both parties and preserves the relationship. For example, you can suggest a different area, time, or resource that the user can use instead of the one that is causing the problem. You can also negotiate a compromise or a trade-off that is acceptable to both sides. You can also refer the user to other sources of information or assistance that may help them with their issue.

4 Document and report the incident

The fourth step is to document and report the incident. You should keep a record of the details of the conflict, such as the date, time, location, names, policy, problem, communication, and resolution. You should also inform your supervisor or manager about the incident and follow their instructions. You may need to fill out an incident report form or a log book, depending on your library's protocol. You should also review the incident and reflect on what you learned and what you can improve for the future.

5 Seek support and feedback

The fifth step is to seek support and feedback from your colleagues and peers. You may feel stressed, frustrated, or upset after dealing with a difficult user. You may also have doubts or questions about how you handled the situation. You should seek emotional and practical support from your co-workers, who may have similar experiences or insights. You should also ask for feedback from your supervisor or manager, who may have suggestions or recommendations for your professional development.

6 Maintain a positive attitude

The final step is to maintain a positive attitude and perspective. You should remember that most library users are respectful and appreciative of your work and service. You should also recognize that conflicts are inevitable and normal in any human interaction, and that they can be opportunities for learning and growth. You should also celebrate your successes and achievements, and reward yourself for your efforts and skills.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?