Scenario: Patron "X" is staring and following Patron "Y" all around the Learning Commons. Patron "Y" is trying to get away from Patron "X" because she is feeling very uncomfortable with Patron "X"s unwelcome behavior. Patron "Y" comes to the Service Desk asking if there is anything we can do to help her? What would you do?
- Acknowledge Patron Y’s concern: Reassure the student: Say something like, “I understand you are uncomfortable. It is hard to study with someone staring at you and following you around the Learning Commons. We want everyone to feel safe here. I will talk to this patron about his behavior. He may not realize his behavior is making others uncomfortable. I will move the patron and ask him not to follow you.”
- Ask a Team member to stay with Patron Y, while you address Patron X’s behavior.
- Go to Patron X. Calmly approach Patron X to address the behavior. Say something like: “I don’t think you realize that you are too close to that student. It is making her uncomfortable, and we want all of our patrons to feel safe in the Learning Commons.”
- Redirect Patron X to the computers on the Tutoring side. Say something like, “I understand that you may like to be near others while you study. Let’s try this area.”
- At the Service Desk, offer solutions to help Patron Y feel more at ease.
- Offer a privacy screen
- Escort Patron Y to where she would like to sit in the Learning Commons and tell her that you can check in with her if she would like.
- Offer to arrange an escort to her car or a different location on campus
- Call the campus police to do a walkthrough
- By addressing Patron X’s behavioral situation promptly with care and professionalism and providing Patron Y with options for her to feel safe and supported, you are ensuring that the comfort and safety of all patrons is a top priority at the Learning Commons.
