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Southeastern NY Library Resources Council
Notes from February 4, 2020
The meeting was held on Tuesday, February 4, 2020 from 9:30am-12:30pm, facilitated by Clarisa Rosario-DeGroate, Mount Saint Mary College. The main topic was conflict resolution.
Our next meeting will be held on Tuesday, June 2, 2020.
Notes from the meeting
Everyone here loves reference
What is anger and why does it exist?
- Unreasonable expectations
- They don’t realize there’s a process we need to follow
- People who don’t think the rules apply to them
What’s the worst thing you’ve said to a patron/coworker while trying to resolve a conflict?
- You need to listen
- Information I could have used yesterday
- I thought you said you were fixing this
- I don’t respond to bribery
Strategies we can use to diffuse a heated situation
- Active listening, explaining back what the person said
- Setting the tone for how the interaction will begin
- Be interested, make eye contact – don’t be distracted
- Explain what you’re doing and why you’re doing it.
- Listening with empathy
- Try to avoid “you should” statements
Use this group to build a perfect manager…
A person who is never wrong, and builds up other people to be on her team, the person lies and manipulates and cries to get out of problems.
Bring a solution along with you
“I’m more qualified than you, I should have your job!”
“We have policies in place that dictate how much training you need” – keeping your voice calm and sticking to the policies, avoiding the “you” statements – all diffuse the scenario.
Constant interruptions, irrelevant comments
If you have a suggestion – just say it! What do you want me to do here?
21 South Elting Corners Road | Highland, NY 12528
Phone: (845) 883-9065