Dealing with issues around noise and behaviour with confidence

1. Dealing with issues around noise and behaviour with confidence

2. Aims and objectives Aim • To develop skills and confidence to help deal with service users who are behaving inappropriately. Objectives • To provide an overview of current Learning Services policies and issues faced by staff • To discuss issues around positive and negative behaviour • To discuss specific situations faced by staff • To identify best practice in dealing with people

3. Current issues for Learning Services • Noise levels within the building • protection of the silent study area (2nd floor) • discouraging a party atmosphere on the first floor • group work that’s not work • children left to play in the ERC • use of mobile phones in phone free areas

4. Learning Services policies and procedures • Noise Policy within LRCs • Silent study • Working noise and group study • Mobile Phone Policy within LRCs • General principles • Study and PC areas • Phone zones • Procedures for monitoring • Floor patrols • General staff awareness and intervention

5. Question • What is the most difficult thing for you?

6. Positive and negative behaviour Negative: • Body Language Aggressive - posture: arms folded, hands on hips, forceful gesture(finger shaking!). Submissive - posture: closed or slumped posture, looking at feet, nervousness • Tone of Voice Raised voice or shouting, high pitched or mumbling • Attitude Don’t automatically adopt a negative attitude to the situation, recognise the pressure students are under. Positive • Body Language Open body posture. Relaxed, receptive, eye contact. Don’t invade personal space • Tone of Voice Smile, put warmth in your voice. Speak clearly • Attitude be tolerant, be aware of the levels of changing situations i.e assessment periods when all students are stressed Refer back to the the skills outlined in Unit 4 of the module

7. Building staff skills and confidence • How and when to approach users • Use the working noise in the ERC as the standard acceptable level. • Ongoing situation which shows no sign of abating, and is clearly disturbing other people. Approach in a friendly manner, point out the problem. • Back up • Always be aware there are other members of staff to fall back on who will offer support whenever necessary. Security can be called to assist as a last resort. Approach two times and if this fails, refer to senior member of staff. If a 4th approach is necessary the user will be asked to leave, and security will be called if they then refuse. • Recognise our limitations • Recognise the changing levels of stress. It can be frustrating if lots of groups of students are working and making a noise, but sometimes the sheer numbers of people mean it will be noisy and there is little that can be done without stressing yourself out. Direct students to the top floor silent study area when necessary. You may not always get the result that you would like, however this is OK!

8. How do you respond in specific situations? • Noise situations in Study areas • Large groups of people in a study area • Someone using a mobile phone