Managing Stress and Conflict in Libraries

Stress and conflict in the workplace undermine performance and can make people mentally and physically ill. Research indicates that ever-increasing numbers of people are experiencing excessive pressure of this kind in our rapidly changing world of work. This applies to libraries and information organizations as much as anywhere; indeed they can be particular targets for verbal and non-verbal violent behaviour because of their accessibility to the public. In addition, as in all organizations, a certain proportion of library staff is suffering aggression, abuse, bullying or harassment from a work colleague. Tackling - and preventing - these situations effectively is a responsibility for management under health and safety legislation in the UK and many other countries.This can result in significant benefits for the organization in terms of recruitment and retention, employee commitment, performance and productivity, customer satisfaction, organizational image and reputation, and avoidance of potential litigation. This book defines clearly what should and should not be tolerated in a healthy and safe working environment, and introduces the reporting procedures and communication skills leading to conflict resolution, enabling both employees and managers to consider situations consistently, based on risk assessment previously carried out. The chapters cover: current health and safety concerns; are you at risk?; the business case; risk assessment procedure; advice, guidance and legislation; taking action to solve interpersonal conflict; dealing with aggression and violence; and, support to be expected inside and outside the organization.Also included are case studies, a glossary of health and safety terms, and sources of further information, including relevant legislation. This book is essential reading for employees at all levels, and also for managers, team leaders, supervisors, personnel and human resources staff, complaints officers, union officers and anyone else in the information organization who may be called upon to deal with people.