Format: Self-paced
Developed by: WebJunction
Length: 1 hour
Course description:
Public libraries are meant to be safe and welcoming spaces, but sometimes difficult situations arise that can affect both staff and patrons. By demonstrating empathy and de-escalating conflicts, library staff can help patrons feel respected and valued, ultimately fostering a positive and inclusive environment.
Navigating difficult situations provides opportunities to diffuse tense interactions, clarify library policies and procedures, and reduce the potential for situations to escalate and become dangerous. This course will teach you about some common challenges library staff may face and how to deal with these situations calmly, respectfully, and effectively while focusing on your well-being, and that of your colleagues 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/.
