Effective Difficult Conversations - Softcover

Soehner, Catherine B.; Darling, Ann

Softcover

ISBN 10: 0838914950 ISBN 13: 9780838914953

Publisher: ALA Editions, 2017

Synopsis

In an information landscape where change is the status quo, difficult conversations come with the territory. Being a library leader means knowing how to confidently steer these conversations so that they lead to productive results instead of hurt feelings, resentment, or worse.  Employees in a library will also encounter conflict, especially during times of change. Using a step-by-step process, this book walks readers through learning the skills to have effective difficult conversations that hold themselves and others accountable. Practice activities throughout the book will help readers feel prepared beforehand. After reading this book, library directors, managers, administrators, and team leaders will feel empowered to

• proactively identify situations that require an intervention in order to avoid unnecessary complications or confrontations down the line;
• prepare for and initiate a difficult conversation, balancing a clear message with compassion to successfully manage change or handle personnel issues;
• diffuse volatile emotions by maintaining a calm, measured approach;  and
• follow up a difficult conversation in writing, keeping the lines of communication open to ensure a way forward.

Illustrated with real-world examples of both successful and unsuccessful difficult conversations, this book will serve as an important leadership tool for handling change and conflicts in the library workplace.

About this title

About the Author

Catherine Soehner is the associate dean for research and user services at the J. Willard Marriott Library at the University of Utah. She has held leadership positions in libraries since 1998. Ann Darling is the assistant vice president of undergraduate studies, and an associate professor in the Communication Department at the University of Utah. She has been in leadership positions in higher education since 1996. Together, they have provided presentations on "effective difficult conversations" as part of the University of Utah Leadership Development Program since March 2013. The success of their presentation broadened their reach across campus and they began providing the same presentation for the Health Sciences Leadership Development Program for a total of four presentations each year.

Review

"The book provides a formulaic method of structuring a difficult conversation: from defining the difficult conversation, to determining what the party initiating the difficult conversation wants to say, to the ebbs and flows of said difficult conversation, to documenting the results of the conversation. By relying on a formula and preplanning the conversation, difficult conversations can be structured in a way that does not digress into an emotional shouting match ... The skills discussed in the book help librarians perfect the soft skills that are necessary to serve all patrons." --American Reference Books Annual

"This book is definitely a realistic fit for the managerial toolbox ... A welcome guide for managers just starting out or for those already on the job, moreover, this book can serve as the pivot for continuing professional education about the importance of communication skills in the workplace." --Catholic Library World

"Each of the ten chapters provides practical and relevant advice for employees and employers who may find themselves engaged in a difficult work-related conversation." --Library Journal

Edition details

• Publisher: ALA Editions
• Publication date: 2017
• ISBN 10: 0838914950
• ISBN 13: 9780838914953
• Binding: Paperback
• Language: English
• Edition number: 1
• Number of pages: 128