登录查看更多内容

What do you do if a patron becomes aggressive in the library?

由人工智能和领英社区提供技术支持

Handling an aggressive patron in a library can be a challenging and unsettling experience. Libraries are typically havens of quiet and learning, and when aggression disrupts this atmosphere, it's important to know how to respond effectively. Your safety and the safety of others are paramount, and there are strategies that can help de-escalate the situation while maintaining a professional demeanor. Whether you're a librarian, a library assistant, or a volunteer, understanding how to manage aggressive behavior can ensure that the library remains a secure and welcoming space for all.

此文章中的业界达人

由社区从 15 条内容中精选。了解更多

1 Stay Calm

When faced with an aggressive patron, your first priority is to remain calm. Your composure can have a calming effect on the individual and prevent the situation from escalating. Speak in a low, soothing voice and avoid showing any signs of anxiety or fear, as these can provoke further aggression. It's crucial to listen to the person's concerns attentively, as feeling heard can often reduce their hostility. Remember that your role is to maintain a safe environment for everyone in the library, and keeping your cool is key to achieving this.

添加您的观点

Teresa S. Welsh

Professor Emeritus of Library & Information Science, University of Southern Mississippi
举报内容
It is important to stay calm, listen respectfully, and offer them an opportunity to file a complaint. If the patron is still aggressive, seek assistance, such as calling a supervisor or security.

已翻译

赞
MUHAMMAD SHOAIB

Regional Head | Retail Banking Services | Karachi South Region |Retail Banking Group South MCB Bank Ltd.
举报内容
Stay calm and engage carefully and try to manage the situation by properly handling the matter as per ethics and standard SOP of library

已翻译

赞
Denise H.

Library Manager
举报内容
I have found that when faced with an aggressive customer that the anxiety I am feeling is more a response to my taking their anger personally. Once I am able to remind myself that they are not angry with me, they are angry with the situation and I, at that moment, merely represent that situation, I am more readily able to empathise.

已翻译

赞
Julia Hawkins

All things Food.
举报内容
Well you know I have no filter, so I approach as a matador would a bull, red flag flagrant stimuli of thought/action synapses. If I caught a resident cross contaminating a food with an allergen, I am strident in enquiring how they would feel, if a person was flapping on the deck in front of them and they had no idea of the cause or how to help. Often their response is "I didn't know". I would sternly advise them that duty of care is encombant on everyone. That not knowing is not an excuse that would be accepted by their employer, law courts or the bereaved family. So in your case, you could point out that the library offers enrichment & exploration in a calm clear space. The patron might find parliamentory question time more appropriate.

已翻译

赞
Afam Ebede

Senior DB Specialist ? Enhanced Data Security ? Trainer ? Cyber Security Consultant ? Curriculum Development ? Motivational Speaker ? Author ? Trainer ? Career Developer ? Website Designer
举报内容
Here are some steps to take in such a situation: 1. Keeping a calm demeanor can help de-escalate the situation.2. Evaluate the level of aggression and potential threat to the safety of others.3. Maintain Distance 4. Show empathy and try to understand their perspective. Sometimes, simply acknowledging their feelings can help defuse the situation.5. Offer Assistance: If appropriate, offer assistance or alternative solutions to address the patron's concerns. 6. Enforce Library Policies: Clearly communicate any boundaries that need to be respected.7. Seek Support from Colleagues.8. Document the Incident 9. Follow Up: After the incident. If the situation escalates or poses a serious threat contact the appropriate authorities for assistance.

已翻译

赞

加载更多内容

2 Assess Danger

Quickly assess the level of danger to determine the appropriate course of action. If the patron's behavior poses an immediate threat to anyone's safety, it's essential to prioritize getting yourself and others to safety. This might mean guiding patrons away from the area or signaling to colleagues for assistance. If the situation calls for it, don't hesitate to contact security personnel or law enforcement. Your library should have protocols in place for such incidents, so be sure you're familiar with them.

添加您的观点

Luis Enrique Lescano Borrego

Automatizo bibliotecas con tecnología ?? | Formo a los bibliotecarios del futuro ?? | Sigue mi contenido para mantenerte actualizado ??
举报内容
En varias ocasiones hemos tratado con clientes enfadados, y creo que lo mejor que podemos hacer es no tomarnos personalmente el enojo del usuario. Pudo haber tenido un mal día, por lo que es esencial tener empatía. En todo caso, debemos mantener la calma e intentar tranquilizar al usuario. Si no responde, podemos pedirle que se retire o llamar a la seguridad de la biblioteca. Una buena estrategia es que los compa?eros de la biblioteca le asistan para evitar una posible agresión.

已翻译

赞

3 Engage Carefully

Engaging with an aggressive patron requires careful consideration. Approach the individual with respect and maintain a safe distance. Use open body language and avoid any gestures that could be perceived as confrontational. It's important to establish boundaries; let the patron know that while you're there to help, aggression will not be tolerated. If possible, guide the conversation towards a resolution by focusing on the issue at hand and offering to address their concerns within the library's policies.

添加您的观点

4 Seek Assistance

Don't try to handle an aggressive situation alone. Signal for help from your colleagues using prearranged signals or code words if verbal communication isn't safe or possible. In larger libraries, security staff may be available to assist. If you're in a smaller library without dedicated security, ensure that all staff members know how to call for help discreetly. Teamwork is essential in such scenarios, and having a colleague's support can make a significant difference.

添加您的观点

Beatriz Hernando Robledo

???Técnico auxiliar de Bibliotecas | Pensadora de proyectos
举报内容
En muchas ocasiones estamos solos ante el peligro. Un día, me tocó una usuaria cabreada que me tiró el libro y de muy malas maneras dió un portazo, dificultando que el resto de personas que venían a una actividad, no pudieran. No pude darle solución a la se?ora, ni decirle que podría venir una hora más tarde. En otra ocasión tuve que tratar con un usuario por usar los recursos informáticos de forma indebida. Necesité el apoyo del resto de mis compa?eros, porque yo sola no fuí capaz de hacerle entrar en razón. Menos mal que aquí tuve apoyo.

已翻译

赞

5 Document Incident

After the situation is under control, document the incident thoroughly. Write down everything that happened, including the time, location, what was said and done by both the patron and staff, and any actions taken to resolve the situation. This record is crucial for any follow-up actions that may be necessary, such as reporting to authorities or adjusting library policies. It also helps in debriefing with staff and improving future responses to similar situations.

添加您的观点

Dean Klimek

Technology Librarian at Cranbury Public Library
举报内容
Documenting the incident is necessary for all types of libraries small or large. In a larger library, it might make sense to have an event log of security issues and issues that arise to avoid repeat offenders.

已翻译

赞

6 Follow Up

Following up after an incident is an important step in restoring normalcy and ensuring ongoing safety. If the aggressive behavior resulted in damage or if other patrons were affected, take steps to address these issues promptly. Review the incident with your team to evaluate the response and identify any areas for improvement. It may also be appropriate to reach out to the aggressive patron with a formal notice regarding their behavior, reiterating library policies, and the consequences of future incidents.

添加您的观点

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?

添加您的观点

Library Services

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What do you do if a patron becomes aggressive in the library?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Danger

3 Engage Carefully

4 Seek Assistance

5 Document Incident

6 Follow Up

7 Here’s what else to consider

Library Services

给文章评分

感谢您的反馈

更多Library Services相关文章

更多相关阅读内容

What do you do if a patron becomes aggressive in the library?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Danger

3 Engage Carefully

4 Seek Assistance

5 Document Incident

6 Follow Up

7 Here’s what else to consider

Library Services

给文章评分

感谢您的反馈

查看其他技能