Managing Conflict with Colleagues and Patrons

Program Type:

Online Course
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Program Description

Event Details


Two-week Online Course | Live sessions Tuesday November 12 & 19, 2024 | 11:00 am - 1:00 pm

Time Commitment: approximately 10 hours

Enhance your work life and relationships by learning how to approach conflict and  challenging conversations with confidence.

How can library staff effectively deal with stressed out, disgruntled, or inappropriate patrons? And what happens when conflict occurs between staff members or colleagues? This course will teach you foundational strategies for engaging with conflict at work, both internally with colleagues and externally with patrons. You will learn tenets of cultural humility regarding language, as well as de-escalation techniques and how to assess your own communication and conflict styles in order to bring self-awareness into all situations. 

This interactive, online course will provide you ample opportunities to role play and workshop real-life challenging scenarios asynchronously with peer groups. You will leave this course with the practical skills and confidence to maintain calm during tense situations, adapt to challenges as they arise, and know when, if, and how to engage with conflict at work.

Learning Outcomes

After you leave this course, you should have the ability to:

  • Identify both positive and negative effects of conflict in the workplace

  • Recognize how your conflict and communication styles and experiences might contribute to difficult interactions, and how you can use your strengths to promote positive relationships with colleagues and patrons

  • Apply conflict resolution or de-escalation skills to a specific library patron interaction

  • Determine steps you can take with a challenging colleague to improve your working relationship

Who should take this course?

This course is geared toward public-facing librarians and staff; however, all levels of librarians, including managers and directors, will benefit from learning how to manage conflict.

 

 

CALL Training Partner for this Event: Library Journal

 

Additional Information

Enrollment Statement

I understand that a space will be reserved for me in this learning opportunity at a cost to CALL, and if I am unable to attend this learning opportunity, I will cancel my enrollment as soon as possible and before the start date.