THIS COURSE CONSISTS OF 5 ON-DEMAND MODULES:
Module 1: Foundations of Conflict Management
This introductory module explores the nature of difficult situations as the first step toward resolution. You will learn how to identify different types of conflict, understand common triggers, and examine the role emotions play during tense interactions. The focus is on shifting from reactive responses to calm, proactive approaches to conflict.
Module 2: Safety through Trauma-Informed Practices
Trauma-informed practices are essential for promoting safety in libraries. In this module, you will learn how past experiences can influence behavior and how to respond with empathy and compassion. The emphasis is on creating a safer environment for everyone by prioritizing understanding and respect in all interactions.
Module 3: De-Escalation Techniques
This module provides practical strategies for de-escalating tense interactions. You will learn how to use reflective listening, empathetic language, and controlled body language to calm situations before they escalate. The module highlights the importance of safety, communication, and choice in the de-escalation process.
Module 4: Boundaries and Self-Care
How do you protect your own well-being before, during, and after difficult encounters? This module covers how to recognize your role and responsibilities during a crisis or tense situation. You will learn practical strategies for setting personal boundaries and practicing self-care, and you will create a personalized reference list to help you remain safe and effective in your role.
Module 5: Safety in Situations
This final module introduces real-world scenarios that require specific safety responses, building on the foundational knowledge developed in earlier modules. Topics include responding to mental health crises, drug overdoses, active shooter situations, environmental emergencies, and protests occurring in or around the library. Each scenario includes a framework for assessing risk and determining appropriate actions to ensure safety for all.
Tuesday, March 17, from 2:00-3:30 pm ET
Live Online Session + 4-Module Workshop
Recommended for all public-facing library staff.
