¿Qué hacer si un usuario se vuelve agresivo en la biblioteca?

It is important to stay calm, listen respectfully, and offer them an opportunity to file a complaint. If the patron is still aggressive, seek assistance, such as calling a supervisor or security.

Stay calm and engage carefully and try to manage the situation by properly handling the matter as per ethics and standard SOP of library

I have found that when faced with an aggressive customer that the anxiety I am feeling is more a response to my taking their anger personally. Once I am able to remind myself that they are not angry with me, they are angry with the situation and I, at that moment, merely represent that situation, I am more readily able to empathise.

Here are some steps to take in such a situation: 1. Keeping a calm demeanor can help de-escalate the situation.2. Evaluate the level of aggression and potential threat to the safety of others.3. Maintain Distance 4. Show empathy and try to understand their perspective. Sometimes, simply acknowledging their feelings can help defuse the situation.5. Offer Assistance: If appropriate, offer assistance or alternative solutions to address the patron's concerns. 6. Enforce Library Policies: Clearly communicate any boundaries that need to be respected.7. Seek Support from Colleagues.8. Document the Incident 9. Follow Up: After the incident. If the situation escalates or poses a serious threat contact the appropriate authorities for assistance.

Call the police, have them throw the book at them.

Es importante priorizar la seguridad y el bienestar de todos los presentes, la agresividad puede desencadenar en algo peor: 1.Mantén la calma: Es importante mantener la calma y no escalar la situación. Evita responder con agresividad o provocación. 2.Establece límites claros: Si el usuario está siendo ruidoso o perturbador, dile educadamente que baje el tono de voz o se detenga. Si el usuario está siendo físicamente agresivo, dile que se detenga inmediatamente y que se aleje de otras personas. 3.Pide ayuda: Si el usuario no responde a tu solicitud de detener su comportamiento agresivo, pide ayuda. 4.Documenta la situación: Anota los detalles de la situación, incluyendo la fecha, la hora, la ubicación y el comportamiento del usuario.

Please remember the following tips on how to handle difficult conversations: - Try to keep your voice calm and avoid raising it, even if the other person is yelling. - Make an effort to understand the other person's perspective and respond in a soft tone. - Refrain from using sarcasm, and acknowledge the other person's feelings and needs. - Avoid displaying body language that may escalate the situation such as pacing, tapping, crossing your arms, or rolling your eyes. - If necessary, politely excuse yourself and leave the room.

Facing an aggressive patron is one of the most difficult part of my job I had to go through. I stayed calm, explained the policies in place, tried to come up with solutions but the patron wouldn't hear of it. What I do now, is continue staying calm and professional, answer anything that is job related, ignore any personal attacks on me or my character, ensure that I am always in a safe space, seek help from our security personnel and then write an email to my line manager explaining everything that transpired. I always ask my manager to call the patron when they are calm so we can have a conversation to find out what was wrong and what triggered them.

Remain calm and composed when confronted by an aggressive patron. Assess the level of aggression and potential safety risks. Approach the patron respectfully, using a non-confrontational tone. Listen actively to their concerns or frustrations. Set clear boundaries regarding acceptable behavior. Offer assistance within your capacity to address their needs. Seek assistance from colleagues or security if the situation escalates. Document the incident, including date, time, and details. Follow library policies for handling disruptive behavior. Provide support to affected staff and patrons afterward.

En varias ocasiones hemos tratado con clientes enfadados, y creo que lo mejor que podemos hacer es no tomarnos personalmente el enojo del usuario. Pudo haber tenido un mal día, por lo que es esencial tener empatía. En todo caso, debemos mantener la calma e intentar tranquilizar al usuario. Si no responde, podemos pedirle que se retire o llamar a la seguridad de la biblioteca. Una buena estrategia es que los compañeros de la biblioteca le asistan para evitar una posible agresión.

En muchas ocasiones estamos solos ante el peligro. Un día, me tocó una usuaria cabreada que me tiró el libro y de muy malas maneras dió un portazo, dificultando que el resto de personas que venían a una actividad, no pudieran. No pude darle solución a la señora, ni decirle que podría venir una hora más tarde. En otra ocasión tuve que tratar con un usuario por usar los recursos informáticos de forma indebida. Necesité el apoyo del resto de mis compañeros, porque yo sola no fuí capaz de hacerle entrar en razón. Menos mal que aquí tuve apoyo.

Documenting the incident is necessary for all types of libraries small or large. In a larger library, it might make sense to have an event log of security issues and issues that arise to avoid repeat offenders.