POLICY
Excessive displays of anger directed at any employee or member of the public are not tolerated. If an employee feels uncomfortable or intimidated by the level of anger directed at them by a customer, he/she has both a right to insist the customer discontinue this behavior immediately and a responsibility to defuse the situation.

PROCEDURE
WHO
Staff member

WHAT
1. Utilize a non-threatening approach and ask, “Is there something I can help you with? You seem upset and I would like to help.” This will set a tone that you are trying to help rather than reprimand.
2. Calmly request that the customer moderate his/her behavior and conduct his/her dialog in a calm and civil fashion.

WHO
Supervisor

WHAT
3. If the customer refuses to calm down, the employee should continue dialog and have a co-worker call upon the Supervisor/Security/ Director or, in their absence, a co-worker, for support and assistance.
4. The supervisor should unobtrusively enter the dialogue with the customer.
5. If a staff person witnesses another staff person engaged in the altercation, they should not leave them alone.
6. If the situation cannot be defused successfully by library staff, the library may call upon the city police for assistance.
7. Fill in an Incident Report Form.

WHAT TO SAY
1. I hear this is a frustrating situation for you. How can we resolve this problem? (If possible, let them come up with some solutions. This is not always practical.) Let’s step over here where we can discuss the situation more carefully. We’ll be able to reach a solution by working together on this.

2. I can see this situation is upsetting to you. I would love to talk to you about it, but first I need you to lower your voice (and/or calm down). I’m sure we can resolve this problem together. Let’s step over here where we can discuss the situation more carefully.

IF INAPPROPRIATE BEHAVIOR CONTINUES
I hear you’re angry but your behavior is inappropriate and I am feeling uncomfortable. I would like to continue working with you on this. To do so you have two choices: 1) You may lower your tone of voice so that we can continue working together on this situation OR 2) You may leave the library and come back another day.

IF BEHAVIOR CONTINUES
Show them the policy regarding this type of behavior. Let them see that calling the police is an option. Tell them, “We don’t want to call the police, but we may have to if you continue to choose to behave this way. Do you think we can avoid this?” If they say, “Yes.” Follow with, “Tell me how we can avoid calling the police?” (This again will allow them to come up with solutions).

Staff may call the library security and/or police at this time, as appropriate.

MORE INFORMATION
If you are thinking, “Should I call the police?” you should.