Resolution #6. Handle Conflict
As more “non-traditional” library users visit our facilities to only check out DVD’s, not books, or use the Internet, it can be a challenge to get them to buy into the standard library code of conduct, quiet behavior, civility. As I see it now, librarians had better learn to deal with the rowdy, uncivil, or mentally imbalanced people in society coming to the libraries to only use the internet. They’re fine as long as they’re non-disruptive to others. But oftentimes they aren’t. If not checked, they will drive out traditional library users.
The non-traditional library user today, who doesn’t care about books, reading, or learning, may be the traditional library user tomorrow, for those libraries still open.
Because as funding gets tighter, more and more citizens will refuse to fund public entities that spend taxpayer money offering internet access to people with no respect towards others, who’re disruptive, and who intimidate people from using services and space that all should be allowed to share peacefully.
If these patrons discourage “traditional” patrons from using the library, there can be some significant problems ahead. A New Years’ Resolution to stay compassionate, yet firm in dealing with people needs a good tool box of tactics.
In the webinar I briefly alluded to different methods of handling conflict.
We conducted a brief poll of “Friction Points” and although all 200+ attendees didn’t participate (I only gave about 30 seconds, and some folks were lagging due to their bandwidth problems), this is what we found:
In response to the question, How many of you have handled the following conflict situations?
There were about 114 participants in this question.
The results were:
- Inappropriate patron behavior – soliciting, eating, cell phones, rule-breaking: 96 (85%)
- Aggressive/unstable patrons: 78 (69%)
- Misuse of library – inappropriate online activity, sleeping, lounging on furniture: 74 (66%)
- Lazy employees: 57 (50%)
- Space issues – other interdepartmental turf issues: 55 (49%)
- Antagonistic attitude towards supervisor (behind the back gossip or criticism): 54 (48%)
- Alcoholic/substance abusing co-worker: 17 (15%)
- Security guard conflicts with staff / too hard vs. too soft: 10 (8%)
One exercise I have in my book, Castles Against Ignorance is to examine how you handle conflict in Friction Point situations. In both Castles and in the “Common Grounds” web site I mentioned in the webinar, I emphasize the practicality of using different styles for different situations. Five tactical styles for conflict are examined:
- Forcing
- Avoiding
- Accommodating
- Compromising
- Collaborating
1. Forcing conflict style: resolves conflict by getting your way. Assertive, uncooperative and autocratic. Useful for rambunctious children and immature adults.
2. Avoiding conflict style: ignores conflict rather than resolving it. Could be temporarily used when human resources are low. You could use Observation as a behavior suppression tactic and still be using an Avoiding style successfully, but this is only on a case by case basis.
3. Accommodating conflict style: resolves conflict by giving in. In other words, bending the rules.
4. Compromising conflict style: resolves conflict through giving and getting concessions. Using an “If I…then you…” approach will usually solve the problem, short term. Not to be encouraged because some patrons will view this as a game. However, useful when arbitrating between two bickering, but otherwise mature patrons.
5. Collaborating conflict style: An attempt to jointly resolve conflict with the best solution that is agreeable to all parties. This is the only style that creates a win-win situation. It can also take time that you don’t always have on the floor, but if it’s a long running situation that you know you’re going to be dealing with, it is worth the time working on a solution.
What conflict style do you… would you… could you…be using in the above Friction Point situations, to get the best possible outcome for your patrons or library?
Here are some of the other exercises and resources I use in Castles:
Exercises:
1. Visit 3 different library systems and compare and contrast what tools/policies they have to handle conflict. Guards? Written policies? Visible signage on conduct?
2. Review past incident reports to see how the situations were handled according to the 5 styles of conflict resolution.
3. Try finding your own conflict style by taking the quick quiz at http://www.sfcg.org/programmes/cgpartnership/profile/pprofile1.cfm
Selected Resources Of Interest:
- Supervisor’s Guide – Conflict. Human Resource Management Services, North Dakota State Government. Access date 25 Jan. 06. <http://www.nd.gov/hrms/hr/supvguide/conflict.htm> – A great site that not only reviews the 5 styles but adds strategy to go with the tactics, such as, “make mutual benefit agreements”.
- Glass, Lillian. Toxic People : 10 Ways of Dealing With People Who Make Your Life Miserable. New York, NY: St. Martin’s Griffin, 1997. – This book would be really funny if it wasn’t so accurate. Although the topic is serious, it provokes thought and insight into some terribly sad personality types in a way that makes you both chuckle at and pity them. Her techniques are good ones that should be part of your repertoire for specific types of people and situations. Shared by 19 Librarything members as of 1/12/08.
Regarding building your own del.icio.us accounts, here’s a tip that can make it easier in the beginning. Every link has a “save this” link next to it. You need your own account established first. Create your account, then check out various links about libraries, confrontation or any other tag that interests you on my site, and with a click of a mouse, that site can be on yours!
But remember if you add a lot of random sites, they’ll appear random on your list because del.icio.us at this point only lists them in the order you add them, you can’t re-sequence them by alphabet or numbers like Librarything will let you do. If you want them grouped together in some way besides using similar tags, you have to practice Resolution #7: Have A Plan!
-Ed Rossman, Interim Branch Manager for the Bertram Woods branch of the Shaker Heights Public Library and author of Castles Against Ignorance: How to Make Libraries Great Educational Environments
Click here to access an archive of Ed’s webinar and a PDF of the slides he used.