1 Assess Calmly

When a patron becomes disruptive, it's important to assess the situation calmly and discreetly. Approach the individual with a composed demeanor and ask them to step aside to speak privately if possible. This prevents the situation from escalating in front of other patrons and allows for a more personal interaction. By maintaining a level head, you can better understand the root of the disruption and work toward a resolution that respects the library's environment and the patron's concerns.

2 Communicate Rules

Once you've assessed the situation, clearly communicate the library's rules to the disruptive patron. Use a firm yet polite tone to explain which rule is being broken and why it's important for maintaining a respectful and quiet space for all patrons. This is not a confrontation but an opportunity to educate the patron about the library's policies. Your assertiveness in this step is key; it demonstrates your commitment to upholding the library's standards while also giving the patron a chance to correct their behavior.

3 Offer Solutions

If the patron continues to be disruptive after understanding the rules, offer practical solutions that align with library policies. Suggest alternative spaces or resources that might better suit their needs without disturbing others. For example, if noise is the issue, direct them to a study room or provide headphones. These solutions show that you are willing to work with the patron to find a compromise, reinforcing the idea that the library is a place for everyone, as long as they adhere to the guidelines.

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?