LIBR 282-04
LIBR 282-13
Seminar in Library Management (2 units)
Topic: Conflict Management for Information Professionals
Spring 2011 Course Information
Scott Brown
E-mail
Course Overview
This course offers an approach for managing and resolving conflict in the information workplace. We will examine both interpersonal conflict with colleagues and conflict with customers/patrons. Students will learn about conflict management concepts, principles, strategies, techniques, and practical application.
Purpose of course and intended learning outcomes:
The purpose of the course is to provide information professionals with the concepts and tools of effective conflict management. Information professionals often face interpersonal conflict with colleagues in the workplace, as well as conflict with customers or patrons. The course is tailored to help information professionals effectively deal with the specific challenges of conflict in library and information settings.
Learning outcomes:
- To understand the dynamics and motivational elements of conflict episodes
- To understand and distinguish escalation and de-escalation behaviors, both verbal and non-verbal
- To learn and be able to effectively apply several intervention strategies and techniques
- To understand one's own behavior and motivational elements, and how these can be a contributing factor in the process and outcomes of conflict
- To develop a sense of humor and perspective on our own conflicts
Outline of course content:
- What is conflict?
- How conflict shows up in the workplace
- Conflict with colleagues
- Conflict with customers/patrons
- The dynamics of conflict
- Elements of conflict
- Escalation and de-escalation
- What’s going on with us?
- Why conflict is scary
- The risk and opportunities of conflict
- Understanding conflict resolution
- Successful and unsuccessful conflict management
- Communication
- Negotiation, arbitration, mediation
- Emotions
- Assertive vs. aggressive
- What does success look like?
- Styles & tactics
- Verbal and non-verbal
- Vocabulary
- Active listening and questioning
- Problem solving
- Practice
- Debrief and reflection