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Originally presented September 7, 2022

Discover methods to steer uncomfortable situations onto a healthier path. Therapist Casey Coker and librarian Kevin King discuss how to deal with difficult patrons and co-workers in this fun and informative session.

Participants will learn the unseen influences that may cause people to act in difficult ways and how to put ourselves and others in a healthier context when we are interacting personally and professionally.

The core of library service is human interaction - whether between staff or with the public.  Having a better understanding of what influences our behavior, and the behavior of others helps build empathy and improve our interactions. This basic understanding is the foundation of a trauma-informed approach to customer service.

Click below to experience this webinar as a tutorial. When you continue past the introduction to the webinar, you'll be prompted to log in. We require login to view the whole tutorial so we can provide certificates of completion for your records and for professional development credit. No purchase is required and you can create a Niche Academy account if you don't already have one. The certificate will be available for download when you have completed all sections of the tutorial.  

 

Click the link below to download the presentation slides:
Me Difficult? Nah, They're Difficult! Slides

Click the link below to download the presentation transcript: 
Me Difficult? Nah, They're Difficult Transcript

Niche Academy

Niche Academy gives your people the knowledge and skills they need to succeed—both the people you serve and the ones you employ.

The Niche Academy marketplace contains hundreds of tutorials to support libraries, including these:

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A Trauma-Informed Approach for Libraries

Patrons bring their whole lives with them when they walk into the library. A trauma-informed approach helps us see patrons as whole people, not just labels or victims of circumstances. Being trauma-informed shifts the focus from what’s wrong with a person to what happened to them.

 

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Conflict Resolution for Managers

Even the best workplace can experience conflict at some point. No one likes conflict, but ignoring it won’t make it go away. In fact, not dealing with conflict can lead to a lack of trust, negative work environment, and bad reputation for the library. The best way to deal with conflict is to get to the root of the issue, address differences, and find common ground, also called conflict resolution.

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Secondary Trauma Stress, Compassion Fatigue, and Burnout

Helping professions are prone to secondary trauma stresscompassion fatigue, and burnout. This workplace stress causes physical, emotional, social, and cognitive changes in staff and can result in poor service, absenteeism, and high turnover. As a director, finding ways to address workplace stress is good for your staff, library, and community. 

 

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Being Bullied?

Many people are bullied—or have witnessed bullying—in the workplace. And unfortunately, libraries are no exception. Bullying is often subtle and secretive. Sometimes it can be hard to tell if you are being bullied. And even when you know what’s going on, you might not know how to respond. Knowing what to do if you’re being bullied, and how to take care of yourself, will help you manage a stressful situation. 


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