How to handle situations involving a patron when they have broken one of the disruptive behavior policies.

Did you know, being respectful defuses anger?

Patrons are not always aware that they are breaking policy, so you should always approach them as if they didn't know that they were.

Below are some examples on how to handle situations involving a patron when they have broken one of the disruptive behavior policies. You should always approach a patron in a quiet polite tone, be courteous and try not to embarrass them.

If a patron is being disruptive by the tone of their voice, approach them by saying in a hushed tone, "Excuse me, sir.  You probably don't realize how loud your conversation is, but would you mind lowering your voice?"

If a patron is being disruptive by using their cell phone, you should approach them in a polite way by saying, "Excuse me, ma'am.  You probably don't realize it, but we can hear your conversation at the desk.  Do you mind walking outside to finish your call?" Or you could direct them to a closed off space like a study room and say, "Do you mind finishing your phone call in here?  It would be more private for you to finish your call and you probably don't want everyone listening in."

Most of the time patrons are not aware of how loud they are talking, and some may have disabilities that may cause them to speak in a high volume.

Here are a few more examples on how to approach patrons:

"Excuse me, sir.  I'm not sure if you are aware, but you cannot wear your hood up while inside the library."

"Excuse me, ma'am.  You probably didn't realize food isn't allowed inside the library.  Do you mind eating outside or in a designated area?" and then inform the patron where the designated areas are located.

"Excuse me, sir.  You probably weren't aware, but you cannot sleep at the library."

Starting the interaction by stating that the patron might not be aware of the policy gives them an out, and most of the time they will agree that in fact they did not know and apologize. 

If you approach the patron with arrogance or in a hostile way, you will most likely receive a negative response back. Again, keep in mind that the patron is probably unaware that they are doing anything wrong, and always thank the patron for complying.

How you handle an issue with a patron determines the patron's view on their library experience and our goal is to give them a good one.