How do you resolve conflicts with library staff and patrons?

1 Identify the source of conflict

The first step to resolving conflict is to identify the source and the nature of the problem. Is it a communication issue, a policy issue, a personality issue, or a performance issue? Is it a one-time incident or a recurring pattern? Is it affecting only the individuals involved or the whole team or the library service? By clarifying the source of conflict, you can better understand the perspectives, interests, and emotions of the parties involved, and avoid jumping to conclusions or making assumptions.

2 Listen and empathize

The second step to resolving conflict is to listen and empathize with the parties involved. Listening means paying attention to what they are saying, how they are saying it, and what they are not saying. Empathizing means trying to see the situation from their point of view, acknowledging their feelings, and validating their concerns. By listening and empathizing, you can show respect, build rapport, and reduce defensiveness or hostility.

3 Communicate and negotiate

The third step to resolving conflict is to communicate and negotiate with the parties involved. Communicating means expressing your own point of view, needs, and expectations clearly, calmly, and respectfully. Negotiating means finding a common ground, exploring options, and reaching a mutually acceptable solution. By communicating and negotiating, you can address the issues, share feedback, and collaborate on a positive outcome.

4 Follow up and document

The fourth step to resolving conflict is to follow up and document the situation. Following up means checking in with the parties involved, monitoring the progress, and providing support or guidance if needed. Documenting means recording the details, actions, and results of the conflict resolution process, and keeping them in a confidential and secure place. By following up and documenting, you can ensure accountability, consistency, and transparency.

5 Learn and improve

The fifth step to resolving conflict is to learn and improve from the experience. Learning means reflecting on what worked and what didn't work in the conflict resolution process, and identifying the lessons learned and the best practices. Improving means applying the learning to prevent or minimize future conflicts, and enhancing your skills and knowledge in conflict management. By learning and improving, you can grow as a library professional and leader.

6 Seek help if needed

The sixth step to resolving conflict is to seek help if needed. Sometimes, you may encounter conflicts that are too complex, sensitive, or escalated to handle on your own. In such cases, you may need to seek help from your supervisor, your colleagues, your human resources department, or an external mediator. By seeking help if needed, you can get advice, support, or intervention from a neutral or higher authority, and avoid further damage or harm.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?