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CONFLICT RESOLUTION:
Managing Conflict in the Library
QUESTION
Nothing is more _______ than working
with the public.
AGENDA
Differences between good and bad
conflict
Types of conflict.
Ways to defuse conflict
How to move past conflict
GOOD AND BAD CONFLICT
BAD CONFLICT
Avoidance
Self-protection
Complaining
Acceptance
Discipline
GOOD CONFLICT
Agree to learn from conflict
Be creative
Be flexible
Be responsive
Encourage idea sharing
Look for win-win situations
Listen
LET’S TALK ABOUT LISTENING…
UNDERSTANDING CONFLICT
LEVELS OF CONFLICT
Intrapersonal or Intrapsychic Conflict
• Conflict that occurs within and individual
Interpersonal Conflict
• Conflict is between individuals
PERSONALITY CONFLICTS
BEHAVIORAL CONFLICTS
SITUATIONAL CONFLICT
PERSPECTIVE CONFLICTS
COMMUNICATION CONFLICTS
CONFLICT DIAGNOSIS
Positions:
What they say they want
Interests:
What they really want
Needs:
What they must have
4 KEYSTO CONFLICT RESOLUTION
Quickly relieve stress
Recognize and manage your
emotions
Improve your non-verbal
communication
Use humor and play
LET’S TALK ABOUT LISTENING…
…AGAIN
RESOLVING CONFLICT BY LISTENING
L –Listen
Don’t talk. Unhappy patrons need to be heard before you can help
A-Apologize
Don’t excuse or admit guilt, but sincerely apologize for the misunderstanding
S-Solve the problem
Provide an immediate response. Work together with the patron to find a
solution
T-Thanks
Sincerely thank the patron for this opportunity, for their patience, for
allowing you to serve them better
LET’S TALK ABOUT LISTENING…
…ONE LASTTIME
SITUATIONS…
SCENARIO 1
A patron is upset because of overdue fines.
They insist they turned an item in, but you can’t
find it. Later, a staff member finds the item on a
co-worker’s desk. How do you explain this to
the patron?
SCENARIO 2
A drunk patron is talking very loudly on his cell
phone and you have a ‘no cell phone’ policy.
When you ask him to be quiet, he gets into your
face and verbally assaults you.What do you do?
SCENARIO 3
A regular patron, that no one likes, is coming in
and she’s headed to your desk. She complains
about everything: your service, selections of
materials, library policies, etc.Today she
complains that you’re not dressed
professionally enough.What do you do?
SCENARIO 4
A mom comes in with her toddler and the child
is running around the library knocking books off
the shelves and going behind the desk. Mom
says nothing.What do you do?
SCENARIO 5
A regular patron comes in and asks you about
the latest Judy Blume novel.While you’re
talking, you notice bed bugs crawling on the
patron. What do you do?
MOVING BEYOND CONFLICT
FUNDAMENTAL HUMAN NEEDS
Developed by Manfred Max-Neef
Every human has the same
basic needs that are required to
maintain a basic level of
happiness.
CONSEQUENCE OF CONFLICT
COGNITIVE REFRAMING
REMINDERS ANDTIPS:
•People are people
•Teens are people, too
•You are in control!
•Acknowledge patron concerns
•Positive vs. negative
•Policies!!!
USEFULTIPS FOR SPECIFIC SITUATIONS
Speak calmly, ask clarifying questions, and paraphrase the issue.
See if there is a way to resolve the problem, e.g., payment plan for
overdue materials. If there is nothing to be done, re-state the
current policy and inform the patron that you will bring his/her
concern to the attention of your supervisor.
Angry patron who is dissatisfied with a service or policy
USEFULTIPS FOR SPECIFIC SITUATIONS
Listen attentively to the complaint or concern. Respond calmly
based on facts and library policy. If there is a resolution, take action.
If not, restate the policy or process. If the customer continues to
complain, ask them if they would like to speak to your supervisor.
Chronic complainer
USEFULTIPS FOR SPECIFIC SITUATIONS
Always respond to their request for information in a calm and
pleasant tone of voice. As they continue to talk, listen and when
you feel it is appropriate, interrupt the conversation and say. “Is
there anything else I can help you with today?” If they don’t ask
another question or just continue talking, say “I have to assist
another customer,” or “I have to check for something for someone
who is waiting on the phone,” etc. and turn away.
Incessant conversationalist who is lonely
USEFULTIPS FOR SPECIFIC SITUATIONS
This can be tricky, as you don’t want to violate anyone’s civil rights.
Here is where a policy is essential.The policy should be cleared with
your jurisdiction’s legal counsel. In addition, you may want to have
made arrangement with a local homeless shelter or health
department to be on-call and have someone come get the individual
and take them somewhere for bath or shower. Explain that they are
welcome in the library as long as they are hygienically clean.When
they have had a bath and cleaned-up, they are welcome to come
back.
Hygienically challenged
USEFULTIPS FOR SPECIFIC SITUATIONS
Treat the same as a disruptive patron. Explain that library policy
does not allow people who are inebriated to be in the library. Ask
them to leave and tell them when they are sober, they are always
welcome. If they refuse to leave, call the police.
Drunk and disorderly
USEFULTIPS FOR SPECIFIC SITUATIONS
Every library should have an acceptable Internet Use policy that
addresses this situation and provides specific procedures for staff to
follow.This policy should be posted at all Internet workstations for
patrons to read. Bottom line, ask them to immediately cease what
they are doing. If they refuse, ask them to leave and if they don’t
call security or the police.
Inappropriate Internet user
QUESTIONS?
Courtney Brown
Southeast Regional Coordinator
cobrown@library.in.gov
REFERENCES
 Curzon S.C. Managing change: a how-to-do-it manual for librarians. NewYork, NY:
Neal-Schuman Publishers; 2005.
 Montgomery J.G., Cook E.I. Conflict management for libraries: strategies for a positive,
productive workplace. Chicago, IL: American Library Association; 2005.
 Search For Common Ground, https://www.sfcg.org/our-resources/
 Patterson, Kerry, et al. Crucial Conversations:Tools for talking when stakes are high.
McGraw Hill. NewYork. 2002.
 Safe Harbor, http://will.state.wy.us/ldo/boards/SafeWorkplace.pdf

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Managing conflict mrl staff day 10.18

  • 2. QUESTION Nothing is more _______ than working with the public.
  • 3. AGENDA Differences between good and bad conflict Types of conflict. Ways to defuse conflict How to move past conflict
  • 4. GOOD AND BAD CONFLICT
  • 6. GOOD CONFLICT Agree to learn from conflict Be creative Be flexible Be responsive Encourage idea sharing Look for win-win situations Listen
  • 7. LET’S TALK ABOUT LISTENING…
  • 9. LEVELS OF CONFLICT Intrapersonal or Intrapsychic Conflict • Conflict that occurs within and individual Interpersonal Conflict • Conflict is between individuals
  • 15. CONFLICT DIAGNOSIS Positions: What they say they want Interests: What they really want Needs: What they must have
  • 16. 4 KEYSTO CONFLICT RESOLUTION Quickly relieve stress Recognize and manage your emotions Improve your non-verbal communication Use humor and play
  • 17. LET’S TALK ABOUT LISTENING… …AGAIN
  • 18. RESOLVING CONFLICT BY LISTENING L –Listen Don’t talk. Unhappy patrons need to be heard before you can help A-Apologize Don’t excuse or admit guilt, but sincerely apologize for the misunderstanding S-Solve the problem Provide an immediate response. Work together with the patron to find a solution T-Thanks Sincerely thank the patron for this opportunity, for their patience, for allowing you to serve them better
  • 19. LET’S TALK ABOUT LISTENING… …ONE LASTTIME
  • 21. SCENARIO 1 A patron is upset because of overdue fines. They insist they turned an item in, but you can’t find it. Later, a staff member finds the item on a co-worker’s desk. How do you explain this to the patron?
  • 22. SCENARIO 2 A drunk patron is talking very loudly on his cell phone and you have a ‘no cell phone’ policy. When you ask him to be quiet, he gets into your face and verbally assaults you.What do you do?
  • 23. SCENARIO 3 A regular patron, that no one likes, is coming in and she’s headed to your desk. She complains about everything: your service, selections of materials, library policies, etc.Today she complains that you’re not dressed professionally enough.What do you do?
  • 24. SCENARIO 4 A mom comes in with her toddler and the child is running around the library knocking books off the shelves and going behind the desk. Mom says nothing.What do you do?
  • 25. SCENARIO 5 A regular patron comes in and asks you about the latest Judy Blume novel.While you’re talking, you notice bed bugs crawling on the patron. What do you do?
  • 27. FUNDAMENTAL HUMAN NEEDS Developed by Manfred Max-Neef Every human has the same basic needs that are required to maintain a basic level of happiness.
  • 30. REMINDERS ANDTIPS: •People are people •Teens are people, too •You are in control! •Acknowledge patron concerns •Positive vs. negative •Policies!!!
  • 31. USEFULTIPS FOR SPECIFIC SITUATIONS Speak calmly, ask clarifying questions, and paraphrase the issue. See if there is a way to resolve the problem, e.g., payment plan for overdue materials. If there is nothing to be done, re-state the current policy and inform the patron that you will bring his/her concern to the attention of your supervisor. Angry patron who is dissatisfied with a service or policy
  • 32. USEFULTIPS FOR SPECIFIC SITUATIONS Listen attentively to the complaint or concern. Respond calmly based on facts and library policy. If there is a resolution, take action. If not, restate the policy or process. If the customer continues to complain, ask them if they would like to speak to your supervisor. Chronic complainer
  • 33. USEFULTIPS FOR SPECIFIC SITUATIONS Always respond to their request for information in a calm and pleasant tone of voice. As they continue to talk, listen and when you feel it is appropriate, interrupt the conversation and say. “Is there anything else I can help you with today?” If they don’t ask another question or just continue talking, say “I have to assist another customer,” or “I have to check for something for someone who is waiting on the phone,” etc. and turn away. Incessant conversationalist who is lonely
  • 34. USEFULTIPS FOR SPECIFIC SITUATIONS This can be tricky, as you don’t want to violate anyone’s civil rights. Here is where a policy is essential.The policy should be cleared with your jurisdiction’s legal counsel. In addition, you may want to have made arrangement with a local homeless shelter or health department to be on-call and have someone come get the individual and take them somewhere for bath or shower. Explain that they are welcome in the library as long as they are hygienically clean.When they have had a bath and cleaned-up, they are welcome to come back. Hygienically challenged
  • 35. USEFULTIPS FOR SPECIFIC SITUATIONS Treat the same as a disruptive patron. Explain that library policy does not allow people who are inebriated to be in the library. Ask them to leave and tell them when they are sober, they are always welcome. If they refuse to leave, call the police. Drunk and disorderly
  • 36. USEFULTIPS FOR SPECIFIC SITUATIONS Every library should have an acceptable Internet Use policy that addresses this situation and provides specific procedures for staff to follow.This policy should be posted at all Internet workstations for patrons to read. Bottom line, ask them to immediately cease what they are doing. If they refuse, ask them to leave and if they don’t call security or the police. Inappropriate Internet user
  • 37. QUESTIONS? Courtney Brown Southeast Regional Coordinator cobrown@library.in.gov
  • 38. REFERENCES  Curzon S.C. Managing change: a how-to-do-it manual for librarians. NewYork, NY: Neal-Schuman Publishers; 2005.  Montgomery J.G., Cook E.I. Conflict management for libraries: strategies for a positive, productive workplace. Chicago, IL: American Library Association; 2005.  Search For Common Ground, https://www.sfcg.org/our-resources/  Patterson, Kerry, et al. Crucial Conversations:Tools for talking when stakes are high. McGraw Hill. NewYork. 2002.  Safe Harbor, http://will.state.wy.us/ldo/boards/SafeWorkplace.pdf