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Managing Conflict
Key phrases for de-escalating situations
Handling tense interactions with patrons or colleagues is one of the toughest parts of library work. This free guide provides ready-to-use phrases organized by situation, whether you need to open the conversation, acknowledge frustration, set boundaries, or end on a positive note. Each template helps you stay calm, show empathy, and guide interactions toward a constructive outcome. Keep this guide at your desk or behind the reference counter so you always have the right words when things heat up
Hungry for more solutions?
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- Essential frontline skills for everyday library service
- Outreach and engagement tactics to connect with your community
- Tech training to keep pace with library trends
- Leadership tools to build strong teams
- Healthy workplace practices to prevent burnout and lift morale
