Managing difficult situations in public librariesA CILIP Training Session for Staff Working in Public LibrariesOnline, Half-Day Course
19 March 2024 10am-1pm
This important session looks at how to deliver customer service when faced with challenging situations in the library. Public library staff work to maintain an enjoyable library space while sometimes dealing with challenging and disruptive behaviour, including abuse and threats. It is hard to keep other library users feeling safe and happy when some people behave this.
In this session delegates will learn how to set the scene to minimise problems and defuse difficult situations. The trainer will examine conflict-free communication and consider how to manage strong emotion and threats. The session will also look at some examples of tricky situations public library staff have faced. Course Level This course is suitable for staff at all levels. It is particularly suitable for less experienced or those new to libraries but will also act as a refresher for more experienced staff. | 10.00 | Welcome(5 min) | | 10.05 | Introductions - I hate it when...(5 min)
| | | Presentation - Categorisation and Summary
| | | Group Discussion & Interaction
- Good things we already do
| | | Presentation
- Starting well and looking positive
| | | Group discussion/chat
| | | Presentation
- Cultural and neurodiverse differences
| 11.10
approx. | Refreshment Break(Timing is approximate; the break will be about 11.10 am) (15 min) | | | Group Work, Breakout Room Activity- Delivering negative feedback
| | | Presentation - Shutting down encounters
- Using gears
| | | Group discussion and activity - Dealing with strong emotion
| | | Debrief | | | Group Discussion | | | Presentation and discussion- Specific scenarios, challenging groups
| | 13.00 | Close |
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