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 thats 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 Dont automatically adopt a negative
  attitude to the situation, recognise the pressure
  students are under.
• Positive
• Body Language Open body posture. Relaxed,
  receptive, eye contact. Dont 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