Conflict Resolution Services for Libraries

Like any organization, libraries have conflict. Whether it’s among librarians, staff, or administration, conflict can and does occur in libraries across the globe. However, unlike other organizations, libraries face specific problems that can cause conflicts that are not salient to many companies. These problems present a need for conflict resolution for libraries tailored to each public library’s specific needs.

Conflict Resolution for Libraries

There are many specific issues that library staff encounter day-to-day which can create conflict. For example, the increased intergenerational work environment at libraries is one factor that may lead to a need for conflict resolution for libraries. Issues related to censorship and access to information are another. Additionally, many libraries across the United States are now faced with a new responsibility – social work with homeless and economically restrained individuals. These are all major sources of conflict for library staff, indicating a need for conflict resolution for libraries.

Pollack Peacebuilding Systems offers training, peacebuilding, and coaching solutions for each of the various issues that librarians, administrators, and staff members face. Some of these solutions are highlighted below and can be tailored to meet your library’s needs:

Enhanced Communication Skills

Effective communication is the foundation of conflict resolution. Training your librarians and staff in communication techniques helps in de-escalating potentially volatile situations with patrons and improves internal communications among colleagues. With active listening skills to respond thoughtfully and engage respectfully, library management and staff can manage and mediate disputes better when they come up.

Improved Patron Service

Conflict resolution training gives librarians the skills needed to handle challenging patrons calmly and professionally. Whether it’s addressing a disgruntled visitor or mediating between patrons, trained staff can handle these situations with tact and professionalism, enhancing the overall library experience for every user.

Types of Conflict in Libraries

Library staff encounter very specific issues on a day-to-day basis that can create conflict. For example, the increased intergenerational work environment at libraries is a common factor that requires conflict resolution for libraries. Issues related to censorship and access to information are another.

Additionally, many libraries across the United States are now faced with a new responsibility-social work with homeless and economically restrained individuals. These are all major sources of conflict for library staff.

Pollack Peacebuilding Systems offers training, peacebuilding, and coaching solutions for each of the issues that librarians, administrators, and staff members face. The training can be tailored to meet your library’s needs, including the following situations:

Intergenerational Conflict

Libraries often constitute a diverse intergenerational environment. While this diversity is certainly beneficial in many respects, it can also lead to conflict. This conflict is natural, as different and competing life experiences often lead to conflict. How can libraries handle this type of intergenerational conflict?

Pollack Peacebuilding has a number of programs that can be customized to specifically address intergenerational conflict in libraries. We offer diversity and inclusion training, which we call Moving from Identity to Humanity, which can help libraries create an optimal and collaborative workplace culture. The training consists of communication skill-building, developing staff rapport, and encouraging curiosity in conflict instead of competition.

Conflict Over Access to Information and Censorship

Many libraries advocate for the freedom of access to information through the various books, literature, and other reading material they provide. However, they often desire to protect children and adolescents from access to what they would consider harmful information. As polarization has increased in the United States over the past decade, censorship has become a major area of conflict among library staff. When such divisive issues are brought up in the workplace, tensions can skyrocket, and conflict can erupt, leading to greater job dissatisfaction and demotivation.

Although these issues can be hard to talk about at times, Pollack Peacebuilding offers training and peacebuilding solutions that can help facilitate these conversations peacefully. From communication skills training, which helps participants better communicate their thoughts and feelings in conflict, to our peacebuilding program, which helps improve organizational conflict culture, our services can help libraries resolve even the toughest of conflicts.

Conflict Over Services to Underprivileged and Unhoused Populations

The American Library Association has stated in articles that as the number of homeless and economically disadvantaged populations increase within the United States, libraries are put in a unique position to help positively serve the community. Over the past decade, many libraries have noticed an uptick in these populations utilizing libraries as a place of shelter during the day and as a place to learn.

While it’s great to acknowledge this and see how it offers libraries a new role to positively help the community, it also requires library staff to engage in a new set of responsibilities outside of their job descriptions. These responsibilities vary and have a focus similar to social work, which requires a unique set of skills, including conflict resolution.

Building a Resilient Library Community

Investing in conflict resolution strategies is the first step to building a resilient public library community. Here are further benefits of integrating conflict management training:

Strengthened Staff Cohesion

Regular conflict resolution training helps to build a supportive work environment. As your staff gets better at handling disagreements, you’ll see workplace stress go down, leading to higher job satisfaction and stronger team dynamics. This unity helps present a united front by providing excellent service to the community.

Proactive Conflict Management

With the proper training, library staff can identify and address conflicts before they escalate. This proactive approach prevents disruptions while maintaining a safe and welcoming space for everyone. Implementing strategies such as identifying triggers and understanding different perspectives helps staff to handle conflicts with confidence.

Tailored Solutions for Unique Library Challenges

Each library faces its own set of challenges, from intergenerational dynamics to the integration of services for vulnerable populations. Customized conflict resolution training addresses these specific issues, giving your staff the resources needed to tackle unique conflicts effectively and with sensitivity.

This training allows your library to continue to serve as a center of education and support, even in the face of challenging interactions and heightened community responsibilities.

Pollack Peacebuilding’s communication skills training, conflict resolution training, mediation training, and de-escalation training are effective at teaching library staff to practice valuable conflict resolution techniques and skills for all situations, including working with people who are homeless and economically restrained.Conflict resolution for libraries is an increasing need in today’s society. Normal everyday workplace conflict, intergenerational conflict, conflict over access to information, and conflict over community services are becoming more prevalent in libraries across the world. If you want to learn how to prevent, deal with, and resolve conflict in your library, contact us today for a free consultation.