Difficult Conversations: Dealing with Hostility and De-escalating Conflict in the Library

Library workers face increasingly difficult interactions at the library. Libraries can bring people together to discuss important community topics, but it often requires addressing hot-button issues and involving people with opposing views. How can library staff address conflicts and manage difficult conversations? In this interactive accelerator session, participants will learn and practice techniques for de-escalating tense exchanges and resolving conflicts with patrons, volunteers, board members, and others. Using scenarios from the library world, they will learn how to acknowledge someone’s feelings or frustrations with empathy and to respond calmly and clearly about the library’s role and/or position. In addition, participants will learn preparation and facilitation techniques to ensure that difficult conversations with the community are handled with care and tensions are addressed and managed respectfully. The session will provide ample opportunities for participants to discuss with one another the situations they may face and strategize responses. In addition, presenters will lead participants in interactive exercises to practice conflict management skills. At the end of the session, library staff will have a toolkit to address difficult conversations as they arise, as well as the skills to anticipate and prepare for them in advance.