Enhance your work life and relationships by learning how to approach difficult interactions and conversations with confidence.

Course Overview

Learning Objectives 

After you leave this course, you should have the ability to:

• Identify both positive and negative effects of conflict in the workplace

• Recognize how your conflict and communication styles and experiences might contribute to difficult interactions, and how you can use your strengths to promote positive relationships with colleagues and patrons

• Apply conflict resolution or de-escalation skills to a specific library patron interaction

• Determine steps you can take with a challenging colleague to improve your working relationship

Who should take this course

This course is geared toward public-facing librarians and staff; however, all levels of librarians, including managers and directors, will benefit from learning how to work with difficult people.

Live sessions are also available on demand for six months

Can’t make a live session? All guest speaker sessions are recorded and available on demand for six months following the initial broadcast. 

Certificate of completion provided

15 professional development credits are available

For support with online courses, please contact libraryjournal@edmaker.co

Accessibility

All guest speaker sessions feature live captioning and are made available on demand after the initial broadcast. Please email libraryjournal@edmaker.co upon registration if you require any special accommodations and we will make our best efforts to facilitate them.

Course Curriculum Advisor

Group Rates

Have a team attend and increase your impact!

Discounted registration fees are available for groups of 3 or more. When you register your team for our online courses, they will be placed in the same small workshop group, where discussions and project-based assignments receive feedback from an experienced librarian.

Send us a request for a quote.

If your group prefers to work separately, just let us know.

By registering for this event you confirm that you have read and agree to our Code of Conduct.

For support with online courses, please contact libraryjournal@edmaker.co.

Week 1: Foundations of Conflict Management and the Role of the Self
Tuesday, March 12, 2024

Session 1 | 2:00-3:15 pm ET

Foundations of Conflict Management

Where do disagreements come from and how does it escalate? How can you stay prepared to address and de-escalate conflict? This opening week will dive into ways you can grow self-awareness and manage your own emotions as a first step to proactive conflict management and relationship building. You'll learn how communication and conflict styles, power dynamics, and cultural humility can impact difficult interactions. Leave this session with conflict resolution methods that will give you tips and tools to communicate with others directly, kindly, and confidently. 

Speaker:

Session 1 Facilitated Discussion and Q&A | 3:15-3:30 pm ET

This dedicated Q&A session and facilitated discussion will give you the opportunity to ask questions you didn’t get to ask in the session. If there are topics discussed earlier that you still don’t fully understand, this is a chance for speakers to unpack or clarify anything.

Workshop Explanation | 3:30-3:45 pm ET

An introduction to this week’s assignment and an overview of what to expect from the online workshop in this course

Week 2: Applying Conflict Management with the Public
Tuesday, March 19, 2024

Session 2 | 2:00-3:15 pm ET

Preparing for and Managing Difficult Patron Interactions

How do you maintain excellent customer service while dealing with a stressed out or disgruntled patron? And how do you manage these interactions while maintaining your personal boundaries? This week will focus on community and patron relationships and give you strategies to manage challenging interactions with the public. You will learn communication skills to help when initiating and responding in difficult conversations with the public, as well as simple, tangible tactics for de-escalating situations.

Speaker:

Session 2 Facilitated Discussion and Q&A | 3:15-3:30 pm ET

This dedicated Q&A session and facilitated discussion will give you the opportunity to ask questions you didn’t get to ask in the session. If there are topics discussed earlier that you still don’t fully understand, this is a chance for speakers to unpack or clarify anything.

Workshop Explanation | 3:30-3:45 pm ET

An introduction to this week’s assignment and an overview of what to expect from the online workshop in this course

Week 3: Applying Conflict Management with Colleagues
Tuesday, March 26, 2024

Session 3 | 2:00-3:15 pm ET

Managing Challenging Interactions with Colleagues and Staff

How do you effectively work with resistant or challenging colleagues or staff members? What do you do if your direct supervisor or other leadership is creating challenges? How do you have difficult conversations at work? This week will focus on internal work relationships and teach you practical ways to have tough conversations, give and receive difficult feedback, and overcome or prevent grievances at work. We will also discuss ways to "manage up" and advocate for yourself or your team, including how to build or find support systems where you might not have it.

Speaker:

Session 3 Facilitated Discussion and Q&A | 3:15-3:30 pm ET

This dedicated Q&A session and facilitated discussion will give you the opportunity to ask questions you didn’t get to ask in the session. If there are topics discussed earlier that you still don’t fully understand, this is a chance for speakers to unpack or clarify anything.

Workshop Explanation | 3:30-3:45 pm ET

An introduction to this week’s assignment and an overview of what to expect from the online workshop in this course

For support with online courses, please contact libraryjournal@edmaker.co.

Online Course Preview

A preview of how we build your library skills and bring inspiration to your projects with our online learning experience.

Course Format

One-Week Timeline (Course Runs 3+ Weeks)

DAYS 1-2 On Demand	DAY 3 2.5 hours	DAYS 4-7 1-2 hours (optional)
PRE-LIVE SESSION - Resources - Discussions - Bonus Content	LIVE SESSIONS - Guest speakers via webcast - Q&A via chat - Recordings available on demand	ASYNCHRONOUS WORKSHOP - Project-based homework, applied to your job - Personalized feedback from a facilitator - Group discussion in an asynchronous workshop setting via discussion forum	3-WEEK WORKSHOP - Facilitator-led feedback

Inspiring Live Guest Speakers + Facilitated Group Workshop for Project-Based Learning

Live session with Andrea Blackman and Tasneem Ansariyah Grace	Live Guest Speakers Each Week Expert speaker presentations with audience Q&A (session recordings available on demand for six months if you can’t join live). Project-based, asynchronous workshop assignments to practice and apply new skills for 3 weeks after the live sessions. Expert, individualized feedback on asynchronous work for 3 weeks.

Online Course Features

Recordings of guest speakers

Recordings Available After The Live Session Real-time guest speakers and conversation via live video stream (with recordings available afterward) Instructor-led online course features personalized interaction over 3+ weeks

Facilitator-led workshop

Online Classroom Organizes All Materials Workshop assignments to help you make progress on your goals Individualized attention from course facilitators who work with you in a coaching environment in the workshop to help sort out challenges Ongoing group conversation via discussion forums

Early Access On Demand Resources

Early Access and Ongoing Resources To Support Learning Supporting resources (articles, videos, worksheets) in the online classroom to provide a foundation for your work Access all course content for six months after the course ends Bonus: Register early and get immediate access to archival video recordings from related courses and other bonus content