Library Patron and Museum Guest Behavior Management
Here are some observable characteristics to look for when managing library patrons or museum guests, focusing on behavior and avoiding profiling:
Physical Behavior:
• Loudness: Patrons yelling at other patrons or employees.
• Disruptive movements: Pacing aggressively, throwing objects, or making sudden gestures.
• Damage to property: Tampering with library equipment, writing on furniture, or spilling food/drinks.
• Ignoring posted rules: Using a cellphone in a silent zone, bringing in food/drink not allowed, or exceeding time limits on study room use.
• Physical aggression: Hitting, shoving, or threatening others.
Verbal Behavior:
• Threats or insults: Directing offensive language towards staff or other patrons.
• Harassment: Repeatedly bothering or following another patron.
• Obscene language: Using offensive or vulgar words in a public setting.
• Unreasonable demands: Becoming belligerent or verbally abusive when requests are denied (following library policies).
Nonverbal Behavior:
• Appearing intoxicated or under the influence: Slurred speech, unsteady gait, or strong odor of alcohol/drugs.
• Extreme emotional distress: Crying uncontrollably, rocking back and forth, or other signs of significant emotional upset.
• Suspicious activity: Loitering near exits, constantly staring at desk staff, hiding belongings, or constantly looking over their shoulder.
• Ignoring attempts at communication: Refusing to respond to questions from staff.
Remember:
• Focus on the specific behavior causing disruption, not the patron themselves.
• Look for a pattern or frequency of behavior, not a one-time incident.
• If a patron is causing a disturbance, address the behavior calmly and professionally.
• If the situation escalates, attempt to de-escalate and involve Campus Security if necessary.
By focusing on observable actions and avoiding assumptions based on race or ethnicity, we can create a safe and welcoming environment for all library patrons and Crosby House guests.
Adapted from Phil Tyler’s behavior management presentation.
Navigate to the MS Team and watch the training videos in this order:
- "Risk Management & Security Training Video."
- "How to Report for Behavior (Fall 2019)"