Take advantage of the early bird rates and register today for How to Work with Difficult Colleagues, Staff, and Patrons. In our new online course starting March 12, learn how to approach difficult interactions with confidence. This course will teach you foundational strategies for engaging with high tension situations at work, both internally with colleagues and externally with patrons. |
Course Program Tuesday, March 12, 2024 |
Session 1 | 2:00-3:15 pm ET Foundations of Conflict Management Where does conflict come from and how does it escalate? How can you stay prepared to address and de-escalate conflict? This opening week will dive into ways you can grow self-awareness and manage your own emotions as a first step to proactive conflict management. You'll learn how communication and conflict styles, power dynamics, and cultural humility can impact difficult interactions. Leave this session with conflict resolution methods that will give you tips and tools to communicate with others directly, kindly, and confidently. |
Session 2 | 2:00-3:15 pm ET Preparing for and Managing Difficult Patron Interactions How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This week will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as small, tangible tactics for de-escalating situations. |
Session 3 | 2:00-3:15 pm ET Managing Challenging Interactions with Colleagues and Staff How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have it. |
Request a discount for groups of 3 or more and work with your colleagues on a project for your library. |
Purchase packages of course tickets that you can allocate to your staff as needed and apply to our full roster of courses. Purchase 15 or more registrations and apply them across multiple courses. |
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