Dealing with Difficult Situations

Format: Self-paced course
Developed by: WebJunction
Length: 1 hour

Public libraries strive to be safe and welcoming spaces, but challenging situations can arise. By demonstrating empathy and de-escalating conflicts, library staff can create a positive and inclusive environment. This course teaches how to handle difficult situations calmly and effectively, ensuring the well-being of staff and patrons.

Course objectives:

By the end of this course, you’ll be able to:

• Identify common challenges faced by library staff in their daily interactions with patrons.
• Apply strategies to manage these challenges calmly and respectfully.
• Demonstrate effective communication techniques that prioritize the well-being of staff, colleagues, and patrons.
• Develop personal resilience and stress-management skills to maintain professionalism in challenging situations.
• Cultivate a supportive work environment that enhances team and patron satisfaction.

Course credits:

• Project support: OCLC and the Institute of Museum and Library Services (project number ODIS-246644-ODIS-20).
• Subject matter expert: Kate Hall, co-author of The Public Library Director's Toolkit and The Public Library Director's HR Toolkit www.librarydirectorstoolkit.com/.