People matters

Abstract

Purpose

This paper aims to present several common scenarios that occur in most libraries regarding interpersonal conflict between employee and employee and/or employee and library director. The paper then offers several proven practical conflict resolution strategies that any library can use to either avoid conflict or to mediate it when it occurs.

Design/methodology/approach

This paper used a literature search as well as the personal experience of the author, a library consultant who has worked with over 40 different libraries including academic, public, and special libraries.

Findings

This paper focuses on the concepts of collegiality and positive interpersonal communications as well as the team approach to accomplishing goals. Among the strategies this paper discusses are the adherence to mandatory policies and procedures, peer mediation, open communication, and sensitivity training. Strategies for coping with internal jealousies between and among staff members as well as fair hiring practices are also discussed.

Originality/value

This paper helps the library director, the library department manager, and the staff librarian better understand and appreciate the importance of conflict resolution for the good of the organization.

Citation

Kieserman, B. (2007), "People matters", The Bottom Line, Vol. 20 No. 4, pp. 174-176. https://doi.org/10.1108/08880450710844049