Dealing with Difficult Situations
New on-demand course for library staff
Public libraries are meant to be safe and welcoming spaces, but sometimes difficult situations arise that can affect both staff and patrons. In the new free self-paced course, “Dealing with Difficult Situations,” you’ll explore a range of scenarios, the importance of empathy, and techniques for de-escalating conflicts in the library. The course also looks at the importance of library policies and their role in empowering staff to establish and maintain appropriate boundaries with patrons.
The development of the course was informed by subject matter expert, Kate Hall, co-author of The Public Library Director’s Toolkit and the Public Library Director’s HR Toolkit (learn more on the website), and made possible in part by a grant from the Institute of Museum and Library Services (project number ODIS-246644-ODIS-20).
Learners completing the course will be able to achieve these objectives:
- 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.
The course content includes short videos, independent exercises, and reflection activities and will take approximately one hour to complete. At the end of the course, there is an opportunity to provide feedback on your experience so we can continue to improve. We look forward to hearing from you.