How would you handle a patron who is disruptive during a library program or event?

Maintain a composed demeanor. Do not react emotionally or aggressively. Determine the level of disruption. Is it minor (e.g., talking too loudly), moderate (e.g., arguing), or severe (e.g., threatening behavior)? Sometimes disruptive behavior is a result of unmet needs or frustrations. If appropriate, consider following up with the patron later to see if there are ways to address their concerns in the future. If the patron refuses to comply and continues to be disruptive, you may need to ask them to leave the event. Ensure you are within your library’s policy and that you have support from other staff. You feel unsafe or the patron becomes threatening, do not hesitate to involve security or law enforcement.

Some times it helps to make non-theatening eye contact with the person. Carry on with the program. If they continue, make eye-contact and gently, yet firmly ask them for their name. Then use their name with the words 'I see you.' For example ... 'John I see you'. In this way gently acknowledging them, yet not disrupting the program. If they continue, if possible give them a task, include them or ask them a program relative question.

I will address disruptive behavior with a calm and professional approach. Here are the steps I’ll take: 1.Listen Actively: I’ll let the patron express their concerns without interruption. Understanding the root cause is crucial. 2.Breathe and Stay Calm: I’ll maintain composure, inhaling deeply to manage any tension. 3.Give Undivided Attention: I’ll focus solely on the patron, ensuring they feel heard and respected. 4.Lower My Voice: Speaking softly can help de-escalate the situation. 5.Observe Body Language: I’ll pay attention to non-verbal cues and adjust my approach accordingly. 6.Seek Backup: If needed, I’ll involve a colleague to assist in resolving the issue

Possibly ask them to answer for themselves the question 'why am I here?' or ask them if they are in the right place, with genuine concern.

As rules and regulations are followed, one can also try to delegate some duties to the user in question just to see if he/she can change the behavior from the mere fact of being responsible of a particular task. This is just a way of trying to put them in your shoes (reverse the roles).

From my experience, it depends on the age of the patron (baby crying or senior outburst,) the nature of the disruption, (politically motivated or a health issue,) and who else you have available to assist, (just you or do you have backup staff readily available to help.) Assess the situation, and try to remove the disruption, but also know you won’t please everyone in the audience. Be respectful, kind, and you should be okay and learn more for the next time it occurs.

Whenever such a situation occurs, I professionally try and communicate to the user who is disrupting the session. Will as well document, try and check the reason (sometimes the user due to the programme is not interesting or related to the session) will take the feedback and if the programme is not well designed or not interesting will try to make the session interesting.