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IS THIS YOU?
- You’ve avoided a conversation because you were afraid of making it worse.
- You replay staff interactions in your head and wish you handled them differently.
- You need to give feedback but don’t know how to start without escalating emotion.
- You feel drained after tense workplace conversations.
- You worry about documentation, power dynamics, or protecting yourself professionally.
If so, this course was built for you.
About This Course
Handle difficult workplace conversations with a clear, repeatable framework that protects relationships and professionalism.
On-Demand Materials:
Available starting February 19, 2026
Hard conversations are part of library work. Performance concerns. Workplace tension. Power dynamics. Emotional reactions. Avoiding them does not make them disappear. It quietly increases risk, resentment, and stress.
In this fully self-paced online course, you will learn a clear, repeatable framework for preparing, opening, navigating, and documenting difficult workplace conversations. You will assess your conflict and communication styles, examine how power dynamics shape interactions, and practice structured strategies for giving feedback, managing up, and addressing performance concerns.
Rather than relying on instinct or avoidance, you will leave with practical language, grounding techniques, and documentation strategies you can use immediately. The goal is not to eliminate conflict. It is to handle it directly, professionally, and without making the situation worse.
This course is fully on-demand, allowing you six months of access to complete the two modules at your own pace.
Watch a short preview from the course:
Stop Scheduling Tough Talks on Fridays
Catherine B. Soehner, Associate Dean and Executive Director
ENROLL NOW
TRAINING A TEAM?
When multiple staff members handle conflict differently, tension increases. A shared framework creates consistency, clarity, and stronger team culture.
Enroll three or more learners and receive group pricing.
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Return to Full Course Catalog
AFTER YOU ATTEND THIS COURSE, YOU'LL BE ABLE TO:
- Open a difficult conversation using facts rather than accusations
- Identify your default conflict style and adjust it strategically
- Adapt your communication approach based on the other person’s style
- Address performance or behavior concerns without escalating emotion
- Use trauma-informed grounding techniques to stay centered under pressure
- Navigate conversations with colleagues, direct reports, and supervisors
- Document conversations clearly and professionally to protect yourself and your organization
You will leave with a repeatable framework you can use for the rest of your career.
IF YOU ARE THE PERSON WHO:
- is replaying a conversation at 2am because you avoided saying what needed to be said (or worse, fear you said it all wrong)
- has an employee who keeps showing up late, underperforming, or pushing boundaries and you are unsure how to address it without escalating
- needs to correct a colleague but worries about workplace politics or retaliation
- has to manage up and give feedback to a supervisor carefully
- feels emotionally drained after tense staff or patron interactions
- knows documentation matters but is not confident structuring it correctly
- is tired of “letting it go” and watching issues quietly grow
...this course is for you.
IF YOU ARE A:
- Library director navigating performance concerns or staff conflict
- Department head managing peer dynamics and power differences
- Frontline manager supervising former colleagues
- Public service staff member navigating difficult patron interactions
- Staff member who needs to speak up professionally and protect working relationships
...you will see yourself in this course.
THIS COURSE CONSISTS OF 2 ON-DEMAND MODULES:
Module 1: Foundations of Conflict Management
Where do disagreements come from, and how do they escalate? This module introduces a clear preparation framework for difficult conversations, including how to separate facts from assumptions, clarify your message, manage timing, and regulate your own emotional response. You’ll assess your conflict and communication styles and examine how power dynamics shape workplace interactions.
Module 2: Managing Challenging Interactions with Colleagues and Staff
How do you actually open a difficult conversation? What do you say when someone becomes defensive, emotional, or resistant? This module focuses on practical language and structured strategies for addressing performance concerns, managing up, giving and receiving challenging feedback, and documenting conversations clearly and professionally.
COURSE INSTRUCTORS
Crystal Trice, CSM@Scale, Library Consultant, Scissors & Glue, LLC
Catherine B. Soehner, Associate Dean and Executive Director, Eccles Health Sciences
WHO SHOULD TAKE THIS COURSE
This course is ideal for current or aspiring managers, supervisors, department heads, and frontline staff who regularly navigate performance concerns, workplace tension, or challenging conversations with colleagues or supervisors.
COURSE FORMAT
This is a fully self-paced, asynchronous course. You can complete the two on-demand modules on your own schedule within six months of enrollment.
TIME COMMITMENT & CREDIT
The course includes two modules designed to take approximately four hours each, for a total of eight professional development credit hours. Upon completion, you will receive a Library Journal certificate of completion.
WHAT YOU'LL GAIN
- A structured, repeatable preparation framework
- Practical language for opening and guiding difficult conversations
- Tools for understanding conflict and communication styles
- Strategies for documenting conversations clearly and professionally
ACCESSIBILITY & SUPPORT
All video sessions feature auto-captioning. If you require accommodations, please email course-support@libraryjournal.com upon registration.
For technical or course-related support, contact course-support@libraryjournal.com.
TESTIMONIALS
“All of the video presentations were done in such a wonderful way because they clearly illustrated ways we can speak to people without the conversation turning harmful. I wish we all went through training like this—and the emotional learning class I took—during our MLIS programs. I'm truly learning and investing in my communication style. This type of communication can change the dynamics in places of work, not just libraries. It can really help boost morale. Thank you Crystal and Catherine for teaching this class. I've gained valuable insight.”
– Fall 2025 Attendee
“I was able to learn how to prepare for a difficult conversation with a colleague or supervisor. I had never thought much about the preparation aspects of having difficult conversations. I would usually just dive in headfirst without thinking it through. I now feel able to set myself and my colleague up for success by preparing beforehand. I also learned how helpful it can be to send a follow-up email after a discussion so both parties can stay aligned with the agreements made.”
– Isabella B., Fall 2025 Attendee
“I really appreciated how Catherine approached this course. She made the content relatable and easy to follow, with lots of practical examples that I can use right away.”
– Fall 2025 Attendee
“Exactly what I had hoped for—even more strategies for surviving the HR portions of my job, tough conversations, and helpful suggestions for phrases to use.”
– Nancy K., Fall 2025 Attendee
“Catherine taught in a way that was very helpful and understanding. I was able to refer back to her videos and quickly refresh my memory while completing my Module 2 work. I really appreciated her clear explanations and thoughtful responses.”
– Fall 2025 Attendee
“The concept of using trauma-informed practices was eye-opening. I realized that I sometimes have trauma responses during difficult conversations based on past experiences. I now feel better equipped to prepare myself so I can work toward more productive outcomes.”
– Tanya S., Fall 2025 Attendee
| Active Rate: $269.00 |
Buy 3 or more for $242.10 each
Buy 5 or more for $228.65 each
Buy 11 or more for $215.20 each
Buy 21 or more for $201.75 each |
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Register by March 25, 2026
2-Hour Online Crash Course
Recommended for anyone who manages people.
