Checking Out Conflict: Tried & True Techniques to Tackle Tense Times

Ever feel your pulse spike the second a conversation starts turning sideways? De-escalation doesn’t have to mean bracing for impact. Real conflict resolution starts before the spark even catches.

Tina Stevens, Director of Franklin County Library, will move beyond rigid rules to explore empathetic, effective strategies for managing sticky situations and navigating high-stakes conversations. Script, scenarios, and field-tested takeaways will show you how to turn intimidating encounters into positive outcomes - all while protecting staff well-being.

This isn't a dry lecture. It's a high-energy, real-world survival kit built for every public library worker, whether you started last week or lead your library system.

Presenter: Tina Stevens is the Director of Franklin County Library in Winchester, TN

Learning Objectives:
Discover the power of scripts, situational rehearsal, and strategic staff tag-teaming to handle high-tension moments.
Identify creative, lighthearted ways to enforce rules without losing the patron’s trust.
Learn how supervisors can model accountability, offer constructive feedback, and build a psychologically safe culture where mistakes are viewed as learning opportunities rather than failures.
Get tools and tips for reflection after difficult interactions end.