Program Type:
Online Course- Registration is available for this event.
- Registration is no longer available for this event.
Program Description
Event Details
Two-week Course + Workshop | Live sessions: May 14 and 21, 2025 | 11:00 am - 1:30 pm
Create a safer, warmer, and more inclusive library by learning how to approach and resolve conflict 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 online course will teach you foundational strategies for engaging with and resolving 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 attend this course, you’ll be able 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.
Course Features
This will be a 2-week online course and will include:
- Live sessions: Guest speaker presentations by leaders in their field. (All sessions are recorded for on demand access for six months after the course ends.)
- Facilitated discussions: Audience participation in Q&A and discussion with guest speakers.
- Asynchronous workshop: Project-based weekly assignments to connect what you’re learning to your professional life. Includes written feedback from an expert in the field who functions as the workshop facilitator, as well as peer conversation via discussion forums. Workshop available for all multi-week courses plus half-day courses where indicated.
- Early access on-demand resources: Access to a series of past live session archives from Library Journal and School Library Journal courses to explore at your own pace.
- Online Classroom: The virtual learning platform that holds all course content and is accessible for six months after the course ends.
Expected time commitment
If you attend or watch the recordings of all live sessions, you'll spend approximately 4 hours on this course. You'll earn 4 hours of PD credit and a Library Journal certificate of completion.
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.
Single Enrollment Disclaimer
I understand that I can register for only one course at a time (no concurrent courses). If I do not attend this course, I understand that I may forfeit the opportunity to enroll in additional CALL courses during this fiscal year.