Silence is Golden: How to Handle Rule-Breakers with Algorithms and Empathy
Confrontation is key to positive outcomes. It's science.
Imagine a coworking space buzzing with creativity—freelancers typing away, brainstorming, coding, winning, all in a peaceful, focused vibe. That’s the dream at Breckworks, our little haven for productivity in the mountains of Colorado. But there’s a snag: some members take calls in the open area, ignoring the signs pointing them to our call pods; literally big ass sign saying the space is a quiet zone! The noise disrupts everyone. It is a problem I’ve been determined to solve.
A part of me wants to explode and just revoke membership for every offender. Zero tolerance. No prisoners. But, that of course isn’t very business like, and doesn’t really solve the problem. So what could be of use here?
I found inspiration in an unlikely place, a book — Algorithms to Live By. The authors use computer science to tackle real-life dilemmas, and its fascinating. It turns out, managing a coworking space isn’t so different from optimizing an algorithm. Here are two strategies I’ve pulled from the book—and how we’re putting them to work.
By the way, if you don’t read any further, I highly recommend you get the book, in either text or audio (or both!). There’s a lot of content, and some of it is guaranteed to change your life.
1. Notify and Punish Immediately
The book argues that immediate feedback is key to changing behavior. It mentions a judge who noticed delayed punishments didn’t stop repeat offenders—people couldn’t link the consequence to the crime. But quick, small corrections? Those worked wonders.
At Breckworks, this means catching rule-breakers in the act—kindly, of course. When someone takes a call in the open area, I walk over, smile, and say, “Hey, just a heads-up, we’ve got call pods for that—it keeps the space quiet for everyone.” It’s direct, respectful, and ties the rule to the moment. Most people get it and adjust fast.
Why It Works: Instant feedback connects the dots between action and outcome. No one wants to be “that person,” and a gentle nudge usually does the trick.
This post, was in fact inspired by me doing just that this morning. One of those guests was obnoxiously loud, and I hesitated at first, but then I mustered my courage and explained the rules. He was very understanding, very apologetic, and I am pretty sure he won’t do it again.
When you talk to people kindly, and respectfully, turns out most people play along.
2. Fix the System Constraints
The second gem from the book is about designing systems to prevent problems. Instead of policing every infraction, tweak the setup so breaking rules becomes harder—and following them feels natural. It’s less about blame and more about making the right choice easy.
For us, this could mean adding a “loud zone” where calls are fair game. If members have better options, they’d less likely to disrupt the quiet area. It’s proactive, not reactive.
Why It Works: A well-designed space guides behavior without constant reminders. People want to do the right thing—they just need the tools.
Now, can I realistically take one of the rooms and make them into a loud zone? No. That would cut into a lot of revenue that could otherwise come from renting that room. I got to think about this problem further, but now that I understood it in a different frame — space constrains, over people problem — now I can look for the right solution!
Balancing Kindness and Control
These strategies sound simple, but they’re not always easy. Confronting someone, even politely, can feel awkward—I’d rather avoid the hassle, and save myself the chance of getting angry at someone who doesn’t want to play by the rules. But staying kind builds trust, and it’s worth it, in the long run. On the flip side, rethinking the space takes effort that doesn’t pay back. It’s tempting to point fingers at rule-breakers, but I’ve got to own the system too.
I’ve definitely had learn to be more calm and kind when approaching these situations; it’s the only way. If you let someone rattle you, they are in control, if you can stay calm, you are. That alone is enough reason to keep trying, to keep practicing.
That’s all for today!
Be kind to your fellow strangers.
— Kirill.
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