de escalation training

19 June 2010

Don’t be afraid to call Staff or Security whenever you need to

Set up boundaries

Fun/InvolvedPIBsStressed Out (the primary problem patron)Aggressive

1.Prevention2.Problem Resolution3.Damage Control

Observer/ReinforcerProblem SolverMediator/NegotiatorEnforcer Rescuer

Detection/AwarenessResponse OptionsPermission to respond and protect

How are they talking?What is their tone of voice?What is their behavior like?

Boundary Probing BehaviorsAttack Related Behaviors (not necessarily physical)Attack BehaviorsMake barriers to continuing negative behaviorAs soon as someone acts out, make the consequences of their behavior knownIf they continue to act out, call security or call staff

Ask the patron to stop the behavior they are engaging inInform them of the Library’s (or the CTCs) policies about their behaviorTell them that they must stop their behavior or leave the CTCTell them one more time to stop their behavior or leave the CTCCall SecurityFeel free to call security or a staff person to get involved sooner if you want!

Setting Boundaries!!!