This scenario looks at Core Skill A1: Being an approachable and knowledgeable friend to young people; relating to them with understanding and confidence.

Setting the Scene

It's a quiet Monday evening and you're busy processing stock at the counter. A mixed group of teenagers that you don't know come into the library. One of the young men is eating a pack of crisps and a girl is on her mobile phone. They slump at the back of the library and begin laughing loudly at the baby books.

How might you approach the situation?

Option	Description
A	Wait for the girl to finish on the phone and then go over and tell her politely that phones aren't really allowed because they can affect the computer equipment. Say "aren't you too old for baby books?" and ask the young people if they'd like to join the homework club that runs on Tuesday nights.
B	Go over with a smile and ask them which book they're laughing at. Show them some other funny baby books and ask them which books they used to like when they were little, then ask them if they can help you find a good book to read to your Under 5s. Show the boy with the crisps where the bin is so that he can throw the packet away when he's finished.
C	Look up from your work and tell them that they're not allowed to use mobile phones or eat in the library and that if they don't behave you'll have to ask them to leave.