A Librarian’s Guide to Conflict Resolution

Dustin BooneErin Byrne

Jennifer Pilling Maggie Young

What is Conflict?

• Officially: Conflict is an incompatibility between the concerns or aims of different parties.

-Of interests, opinion, statements, feelings, etc. to come to collision, to clash to be at variance, be incompatible.

Library Conflict: When there is a disagreement between library staff that impedes the morale and functioning of the library.

Why Conflict is Beneficial

Conflict can be the result of library staff creating new ideas in order to improve library service. Conflict of this nature should not be discouraged as there exists possible positive outcomes

• The task of library managers is not to stop conflict, but to recognize it, determine its source, and see that it is not allowed to reach dysfunctional levels. (Pettas)

When Conflict Needs Mediation

• However, when any conflict begins to cause dissention and turmoil it needs to be properly addressed.

Negative Conflict:- Causes emotional stress- Decreases productivity- Can permanently damage

relationships- Prevents normal library

functioning

Conflict is Inevitable

• Conflict is normal. • Certain changes and activities are more

susceptible to conflict than others. • The key to effective conflict management is

having the tools necessary to resolve disputes while preserving amiable working relationships.

Common Sources of Conflict

• Changing Technology• Inflexibility • Personalities and Individual Differences• Job Ambiguity • Other?

Management Styles

• Personalities -Introvert

-Extrovert

• Gender -Male-Female

• Level of involvement- Collaborative vs. Dictatorial

Starting Off On the Right Foot

• The value system of an administration is conveyed more through the actions employees see rather than the words that are spoken. (Ziolkowski 27)

-Hiring qualified managerial staff

-Supervisory training-Guidance and understanding

How to be Proactive

• Convey Expectations• Be Aware• Communicate• Foster Participation

Solutions: What NOT to Do

• Avoidance • Overly Accommodating• Dictatorial Management• Taking Sides • Don’t Lose your Cool

Solutions: What TO Do

• Assess the Conflict• Determine the Sources • Plan Thoroughly• Act Promptly • Compromise/ Collaborate • Document Attempts at Resolution • Other

Areas of Conflict within Three Types of Libraries

• Staff vs Staff• Staff vs Management• Management vs Staff• Department vs

Department

• Academic-University vs. Library-Faculty vs. Library Staff

• Public -Government vs. Library-Branch Library vs. Main Library

• Special -Economy vs. Library-Knowledgeable Staff vs.

Inexperienced Staff

Conclusion

• Know the Differences Between Good Conflict and Bad Conflict

• Must Be Able to Adapt to All Situations• Know Your Staff