Difficult Situations Training 2023 Programme - CILIP: the library and information association

Difficult situations training 2023 programme

Managing Difficult Situations in Public Libraries

A CILIP Training Session for Staff Working in Public Libraries

Online, Half-Day Course

21 March 2023 10am-1pm

This important session looks at how to deliver customer service when faced with challenging situations in the library. It is designed for all staff working in public libraries seeking to develop or improve their skills in dealing with difficult situations.

By the end of the session, you will feel more confident when dealing with any challenging situation you may be faced with. You will come away with lots of tips and techniques to help you react calmly and stay in control.

You will learn how to communicate clearly with customers so that everyone understands what is and isn’t acceptable in the library. You will be able to recognise a difficult situation quickly and defuse it at an early stage so that it doesn’t escalate. You will also know what to do when you need to de-escalate a dangerous or aggressive situation that blows up without warning.


10.00	Welcome and introductions (5 min)
10.05	Learning Outcomes (5 min)
10.10	Recap on the fundamentals of customer service Presentation (10 min)
10.20	Situations in the library – levels of seriousness Presentation and discussion – category 1,2,3 model (15 min)
10.35	Reasons behind challenging behaviour from customers Presentation (10 min)
10.45	Dealing with nuisance situations (category 1) Using assertive communication • What it is and why it works • Assertive words, voice, body language • Using core statements (10 min)
10.55	Using assertive communication Practice in breakout rooms on category 1 situations (20 min)
11.15	Refreshment Break (15 min)
11.30	Noticing and defusing more serious situations (category 2) • How to spot the warning signs • How to defuse a situation before it escalates Followed by discussion (30 min)
12.00	De-escalating aggressive or dangerous situations (category 3) De-escalation techniques ‘Positioning yourself for safety’ Body language and voice What to say to maintain control If situation becomes violent (20 min)
12.20	Practice Scenarios Breakout rooms to identify techniques and good practice (20 min)
12.40	Feedback and discussion on best practice Followed by Q & A (20 min)
13.00	Close

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Managing Difficult Situations in Public Libraries

A CILIP Training Session for Staff Working in Public Libraries

Online, Half-Day Course

21 March 2023 10am-1pm

Welcome and introductions

(5 min)

Learning Outcomes

(5 min)

(10 min)

Situations in the library – levels of seriousnessPresentation and discussion – category 1,2,3 model(15 min)

Reasons behind challenging behaviour from customers

(10 min)

Dealing with nuisance situations (category 1)Using assertive communication

(10 min)

Using assertive communication

(20 min)

Refreshment Break

(15 min)

Noticing and defusing more serious situations (category 2)

Followed by discussion

(30 min)

De-escalating aggressive or dangerous situations (category 3)

Practice Scenarios

Feedback and discussion on best practice

Close

Accreditations

Situations in the library – levels of seriousness

Presentation and discussion – category 1,2,3 model
(15 min)

Dealing with nuisance situations (category 1)
Using assertive communication