Program Description
Event Details
Seen or unseen, silent or loud, conflict is a fixture in our libraries. It begins with an open door and the diverse catalogs, services, and programs that tempt the public inside and encourage them to stay. Patrons and staff from a broad and often disparate variety of backgrounds, values, beliefs, and temperaments come together for extended periods, incomparable to other environments. This session will define and distinguish the concept of “conflict” which is inevitable where variability exists, from “response to conflict” which is manageable and can lead to positive outcomes for all involved. Practical action steps, personal exercises, and additional resources will be provided.
Topics covered include:
- Understanding what drives our response to conflict, and how to hit the brakes
- Recognizing the role of social norms in behavior and conflict
- Managing expectations and promoting an assumption of positive intent
- Maintaining compassionate and consistent boundaries to prevent power struggles
- Low-conflict approaches to policy enforcement
- Diffusing difficult situations and redirecting challenging behavior
- Additional resources
Katrina Mink, BSW, MSW (she/her) has been active in the field of social work, with a focus on behavioral health and community resources, for 8 years. She is currently the Social Work in Libraries Program Coordinator for Allegheny County Library Association, providing guidance and support for social work students, patrons, and libraries throughout Allegheny County. Katrina received her MSW from The University of Akron.
This session qualifies for 1.5 CE hours. Complete the evaluation survey within 30 days to get CE credit (https://www.surveymonkey.com/r/DDS9Y8Q). Please allow 1 week after completing the survey to receive your certificate.
This session will be recorded and posted on the ACLA wiki. Completing the survey after viewing the recording will also qualify for CE credit.