Having Hard Conversations

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.

This course is especially helpful for:

• Library directors navigating performance concerns or staff conflict
• Department heads managing peer dynamics and power differences
• Frontline managers supervising former colleagues
• Public service staff members navigating difficult patron interactions
• Staff members who need to speak up professionally and protect working relationships

If this is your role, you will likely recognize the situations below.

If you are the person who:

• Is replaying a conversation at 2am because you avoided saying what needed to be said or worry 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 things go and watching issues quietly grow

This course is built for exactly these kinds of situations.

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, CSM@Scale, Library Consultant, Scissors & Glue, LLC

With over 20 years of experience in education and local government, Crystal Trice is passionate about helping people work together more effectively. In her previous work as a library project coordinator, she managed projects spanning multiple libraries, led cross-functional teams, and ensured continuity of library operations. She also launched new websites as part of a small web team, using usability testing and analytics to guide design decisions.

Crystal is a Certified Scrum Master and holds a Scrum@Scale certification for government. She earned a Master’s degree in Library & Information Science, along with a Bachelor’s degree in Elementary Education and Psychology.

Her broad professional background fuels her dedication to community enrichment, and she is enthusiastic about supporting organizations in achieving their goals.

When she’s not working, Crystal enjoys fine-tip Sharpies, multi-colored Flair pens, blue painter’s tape, and as many sticky notes as she can get her hands on. She currently resides near Portland, Oregon, with her husband, fuzzy cows, goofy geese, and noisy chickens.

Catherine B. Soehner, Associate Dean and Executive Director, Eccles Health Sciences

Catherine Soehner, MLS, BSN, is the Associate Dean and Executive Director of the Eccles Health Sciences Library and Director of the Network of the National Library of Medicine, Region 4 & National Training Office. She maintains 20% of her role as the Associate Dean at the University of Utah's J. Willard Marriott Library, a position she has held for the past fourteen years. She began her career at the National Library of Medicine in the Associate Program and then continued working for NLM on the development, testing, and troubleshooting of Grateful Med. Her research interests are focused on change management and leadership. Within those broader categories, her publications and presentations focus on systems thinking, conspiratorial thinking in the workplace, crisis communication, difficult conversations, and assessment of library programs. Her book titled, Effective Difficult Conversations, was published in 2017 and other recent presentations and articles have focused on change management, resistance to change, and new library services.

Difficult conversations are rarely about a single sentence. They involve preparation, tone, timing, documentation, and emotional awareness. This course breaks down each stage of the process so you are not improvising when the stakes feel high.

You will learn how to clarify your objective before the conversation begins, structure feedback clearly and professionally, manage defensiveness, and keep discussions focused on behavior and expectations rather than personality. The course also covers documentation, follow-up, and how to protect yourself professionally when conversations become sensitive.

The focus is on calm, direct communication that preserves working relationships while still addressing real issues. You will leave with practical approaches you can use in performance conversations, boundary-setting, peer conflict, and supervisory situations.

SESSIONS AND PRICING

GROUP OPTIONS

Training a team? Choose the setup that matches how you want to plan and pay:

Group course enrollment: Enroll 3+ staff in this course and save.

Bulk course credits: Prepay once, get the highest per-seat discount on every course, and assign seats later.

Unlimited annual licensing: System-wide access for a year with no per-course approvals.

Request Discounted Group Pricing

Questions? Email groupsales@libraryjournal.com.

COURSE FORMAT

This is a fully self-paced, asynchronous online course. Each module includes video instruction, practical examples, and structured reflection prompts designed to help you apply the concepts directly to real workplace situations.

EXPECTED TIME COMMITMENT

The course includes 2 modules totaling 8 professional development hours. You can move through the material at your own pace during your six-month access period.

ON-DEMAND ACCESS

You will have access to all course materials for six months from the material unlock date.

CREDIT & CERTIFICATE

Complete all modules to earn 8 professional development credit hours and a Library Journal certificate of completion. Certificates are emailed upon completion.

ACCESSIBILITY

All video recordings include auto-captioning. If you require accommodations, please email course-support@libraryjournal.com upon registration and we will make our best efforts to support your needs.

SUPPORT

For technical or course-related support, please contact course-support@libraryjournal.com.