Managing conflict is a crucial skill when working in a library. Whether you’re managing a conflict with or between co-workers, different stakeholders of the library, or patrons, ensuring you have the skills and knowledge necessary will help immensely.
Conflict with Colleagues or Stakeholders
Communication issues are a common theme of workplace conflicts between colleagues or groups associated with the library. Communicating expectations or issues encountered for tasks will help circumvent conflict. It is important that all groups understand their roles in relation to each other and that those roles are respected. Establishing a clear communication plan before issues arise is a great way to be proactive. Regular meetings between colleagues, or appointing one member from each group to be the go-between can eliminate confusion and mixed messages.
Conflict with Patrons
Ensuring policies are in place at your library and that all staff are aware will help make difficult interactions go more smoothly. A library code of conduct would typically include what constitutes unacceptable behaviour. Preparing responses to common complaints or issues is a great way to support staff. Regular customer service training addressing how to respond in a conflict is another support measure.
Conflict is inevitable in any industry; the best thing you can do is identify potential conflict and prepare for it. Here are some additional resources to get you started:
Conflict Resolution Smarts: How to Communicate, Negotiate, Compromise, and More
Crucial Conversations: Tools for talking when stakes are high