Scenario: You notice a patron is making a team member at the Learning Commons uncomfortable as the patron is asking a lot of personal questions. What would you do?
- Intervene and Assist: Approach the patron in a calm and professional manner and say something like: “Perhaps I can help my colleague to assist you? Are there any Learning Commons related questions you have for us today?”
- Redirect the Patron: If the patron persists in making inappropriate comments, it is okay to say something like, “You might not realize this, but the questions you are asking us is not appropriate. Again, do you have any Learning Commons related questions?”
- Involve the Supervisor: If the patron persists in making the team member uncomfortable, involve 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, go into the workroom to use the Supervisor’s phone. You can also call campus security for an escort to your car.
- Document the Incident: Inform the Supervisor of any ongoing patterns of behavior, especially if the patron’s actions seem persistent or concerning.
- By stepping in early, offering support, and maintaining a professional tone, you are ensuring that your team member feels safe and that the Learning Commons remains a comfortable space for all patrons and staff.
