You're facing staff conflicts at the circulation desk. How can you de-escalate tensions during a busy period?
Ever navigated through workplace clashes? Share your strategies for calming the storm at the circulation desk.
You're facing staff conflicts at the circulation desk. How can you de-escalate tensions during a busy period?
Ever navigated through workplace clashes? Share your strategies for calming the storm at the circulation desk.
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"De-Escalating Tensions at the Circulation Desk! 💼 1️⃣ _Stay Calm_ 😌: Deep breath, acknowledge issue. 2️⃣ _Communicate_ 💬: Listen, clarify, no sides. 3️⃣ _Empathize_ 🤝: Understand, validate feelings. 4️⃣ _Problem-Solve_ 🤔: Collaborate, support. 5️⃣ _Take a Break_ ⏰ (if needed). 6️⃣ _Follow-Up_ 📝: Document, review. _Remember:_ Stay patient, foster positivity! _Additional Tips:_ Train staff, encourage teamwork, recognize achievements. Minimize conflicts & ensure smooth operation! 💼"
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That question is too open ended to be able to provide an answer that I would consider to be worthwhile. Too many variables that people don’t seem capable of understanding. How many staff are having a conflict? What type of conflict is happening? What is the history of the individuals having said conflict? Are patrons involved in this conflict at all? How open and large is the Circulation Desk where this conflict is occurring? Is there enough space to separate workers? Etc….
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There should not be any distinction between being 'busy' and 'not busy,' period. A leader should always make time to assist in resolving conflicts, as this can affect the performance and well-being of the entire team. Beyond actively listening to both parties and trying to understand the root cause, the leader should ask the involved parties to suggest solutions. This engages them in positive thinking, moving beyond the conflict and focusing on a resolution. All suggested solutions should be discussed, and any 'no' should be followed by a 'because.' If the parties cannot agree on the best way forward, the leader should propose an impartial, minimally invasive solution that sends the right message to the entire team.
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Stay calm and lead by example. Take deep breaths and maintain a composed demeanour. Acknowledge the stress. Briefly validate that it's a hectic time for everyone. Focus on solutions, not blame. Redirect energy to addressing immediate needs. Delegate clearly. Assign specific tasks to each staff member to reduce confusion. Encourage teamwork. Emphasize that you're all working towards the same goal. Take quick breaks if possible. Even a 2-minute breather can help reset. Use positive reinforcement. Offer quick words of encouragement for good work. Address conflicts privately. Pull staff aside briefly if tensions flare between individuals.
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1. Listen to all the parties involved in the conflict. 2. From their explanations, deduce the problem. 3. Let the one who is at fault know that he or she is wrong. Even if the person who is at fault is a close person to you, don't be tempted to take sides. Whenever I take these steps, it always de-escalates tension in my section.
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Roll up your sleeves and jump in to help - at different times of the day. Talk with all the staff, ask them to refresh a skill they do, routinely, but you rarely do. Listen to what they tell you about work at the desk...and what they say to others. If issues emerge, followup with one-on-one meetings to hear them out in private.
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To de-escalate tensions at the circulation desk during a busy period, remain calm, listen actively to both parties, acknowledge their concerns, and suggest a temporary solution or break to diffuse emotions while keeping operations running smoothly.
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The reason for the tension is to be addressed first. It should be made clear not to keep the tension between the people and that there is nothing personal about it. Then, the leader need to bring the parties, hear each of their views and break it into parts to find a ground that is acceptable by all the parties.
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As the manager/leader if it is a busy period, situate yourself there to immediately deescalate it to save face publically. Treat with the situation immediately as it is less busy (less busy meaning that patrons are not around). Temporarily assign another staff member at the counter and retreat to a private room/office with the staff who are in conflict to treat with the situation. Hear their perspectives individually before determining whether you need to speak to them together as well.
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This is the moment where action should take place immediately. The circulation desk is usually the first point of contact for patrons so it is critical to make a plan that prioritizes patrons not witnessing staff conflicts. Identify if another staff member can effectively take over the circulation desk while you ask all conflicting parties to migrate to the back offices to combat the present issue(s). If the conflict was witnessed by present patrons, kindly apologize to the patrons for the inconvenience. The point is to take action to cease conflict and find a resolution. Actively listen to all parties and concerns. As a leader is it important to acknowledge staff's feelings and input to make a progressive change.
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