Interacting with patrons – Suggestions from Tim McGowan, Spring 2008

- No patron should prevent you from doing your job or preventing another patron from enjoying the library.

- Patron compliance is imperative in creating and maintaining a positive environment.

- To accomplish this goal, staff must react confidently and quickly with assertiveness, as opposed to aggressively or being nonassertive.

- Staff must dismiss the thought that there is any acceptable reason for misbehavior or noncompliance.

- Effective statements are those that are enforceable and offer patrons choices within limits, thus avoiding power struggles.

- Offer only two acceptable options and choose one for the patron if they do not chose within a reasonable amount of time. (This is as simple as, “You can cease your behavior or you can choose to leave.”)

- Avoid making threats you cannot back-up

- Develop a “broken record”.

- Encourage yourself to handle problems on a case-by-case manner, focusing on the unique characteristics of each situation.

Self affirmations of library expectations

1. We allow patrons to remain in the library when they do not cause a problem for anyone else.
2. If they cause a problem, I will ask them to fix the problem.
3. If they can’t or won’t fix it, I will.
4. What I do will depend on what happened and what the person is willing to do to solve the problem.
5. I can and will use my judgment in support of the library’s mission.

Statements -

- I’m sorry you made that decision, when you come back tomorrow; I know you will make better decisions.

- You can solve your problem anyway you want as long as your solution does not cause a problem for anyone else.

- You may engage in any behavior that does not create a problem for you or anyone else in the library.

- You may engage in any behavior that does not jeopardize the safety of others or yourself.

- You are welcome to stay as long as you and others are not being bothered.

- I’ll listen as soon as your voice is as calm as mine.

- I’ll be glad to discuss this when respect is shown.

- I’ll be glad to discuss this with you as soon as the arguing stops.

- You may stay with us if you can give up on that behavior.

- Feel free to come back to the library as soon as you are calm.

- You may stay as long as you act in a safe manner.

- You may …… as long as you …..Or you will need to leave the library.