Strategies for Managing Conflict with Colleagues and Patrons

Primary tabs

Program Type:

Online Course
Please note you are looking at an event that has already happened.

Program Description

Event Details


Time Commitment: 6 hours

Three live sessions | Tuesdays | March 12, 19, and 26 | 11:00 am - 1:00 pm

Enhance your work life and relationships by learning how to approach difficult people and conversations with confidence.

How can library staff effectively deal with stressed out, disgruntled, or inappropriate patrons? And what happens when the person causing difficulty is a staff member or colleague?

This course will teach you foundational strategies for engaging with difficult people 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 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 difficult people at work.


CALL Training Partner for this Event: Library Journal

*Please note that access information for this learning event will be sent by Library Journal, the provider of this learning event, shortly before the start date.


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.