Scenario: A patron is at the Service Desk commenting on your looks, asking when you get off work, and saying things which make you very uncomfortable? What would you do?
Best Answer:
- Set Clear Boundaries. Say something like, “I am here to help you with Learning Commons related matter such as”….(tell the patron the services available at the LC Service Desk station.)
- Stay Professional. It’s important to not escalate the situation by reacting with frustration or anger, but instead, remain composed and focused on providing the best service possible. It is okay to say, “I would prefer to keep our conversation professional. Do you have Learning Commons related questions?”
- If the patron persists, it is okay to say something like, “I’m uncomfortable with the direction this conversation is going, if you do not have any Learning Commons related questions, I’m stepping away now to help other patrons.”
- Seek Support if Needed: Seek support from the Supervisor or another team member. They can assist you in helping the patron keep the Service Desk transaction professional or they can intervene to take over the conversation to assist the patron to allow you to step away from the situation.
- If the patron becomes more persistent (comes back to you the minute the team member or supervisor leaves) this may need more interaction from the Supervisor. The Supervisor will reassert the LC policy to this patron. If at night, consider notifying campus security. If you feel it is unsafe to call while the patron is at the desk, ask a team member to cover your station and go into the workroom to use the Supervisor’s phone. You can also call campus security for an escort to your car.
- The key is to remain professional while setting clear boundaries and be assured that you have the support of your colleagues and supervisor if needed. In cases where you feel unsafe, please do not hesitate to involve campus security to ensure your safety and well-being.
