In my experience this can depend on how well you know the patron. Some people will listen to you when you tell them they are acting in a way that is not acceptable and you can de-escalate by engaging with them in a personal way, like using their name or asking them to sit down with you. If you don't know the person then it's important to stay calm, be in control but also assess your own safety. You do not have to stay in an unsafe situation and you can ask for help either from a colleague or security staff.

I will approach the situation calmly and confidently. Here’s what I’ll do: Non-Verbal Presence: I’ll stand nearby, maintaining a calm demeanor. My presence alone can de-escalate tension. Speak Softly: Using a gentle voice, I’ll ask the patron to sit with me at a nearby table. We’ll discuss the issue and find a safe resolution. Active Listening: I’ll let them express their concerns and feelings. Paraphrasing their experiences shows empathy. Avoid Confrontation: I won’t engage in an argument or escalate the situation. Instead, I’ll focus on resolution.

When dealing with an aggressive person, we should not try to resolve the situation with aggression as well. We must approach the person with non-violent communication, trying to understand the reason behind their behavior and attempt to solve their problem. Since we interact with people and provide services, something in our services may not have met the customer's expectations, leading them to react this way. When you are willing to listen and understand the situation while maintaining respect and politeness, the person will naturally begin to calm down and explain what happened. This allows us to communicate in a way that both parties agree on, helping to control the chaos and avoid worse conflicts.

At my library, I have implemented a protocol to ensure the safety and well-being of both staff and patrons when handling potentially escalated situations. If a staff member anticipates that an interaction with an upset patron may become unsafe or challenging, we promptly seek assistance from a colleague or security staff before approaching the upset patron. This approach creates a safer environment for our team and enhances our staff safety, the visible teamwork demonstrates to patrons that staff operate cohesively which can help mitigate intimidation and defuse tension, and this practice reinforces a sense of camaraderie and mutual support among staff, enhancing our collective ability to manage difficult situations effectively.

At my library, we've established a live security chat to document incidents in real-time, recording date, time, behavior, de-escalation steps, and outcomes. This tool keeps all staff informed about current situations and problematic patrons, especially during shift changes. It also aids in accurate incident reporting by providing precise details and ensuring consistency in addressing policy violations and aggressive behaviors. The chat enhances communication and helps us manage and document incidents effectively. We also keep a file of patrons not allowed in the library and their incident reports on hand so that we are easily able to identify anyone coming into the library who has a history of policy violations.