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- Description
- Table of Contents
- Reviews
Reducing conflict and stress results in significant benefits. Managers who accomplish this quickly see better recruitment and retention, employee commitment, performance and productivity, customer satisfaction, and organizational image and reputation. This book defines clearly what you should and should not tolerate in a healthy and safe working environment and introduces the reporting procedures leading to conflict resolution, enabling both the employee and the manager to decide whether or not there is a case for making a risk assessment that may lead to formal mediation.
1. Current concerns worldwide
- Worldwide problem
- The Changing world of work
- What is known
- Employers need to show what they are doing
2. Are you at risk?
- Why information centres and libraries are targets
- What are the causes?
- Clearly understanding what is meant by aggression, bullying, conflict, harassment, stress and violence
- Whose concern is it?
- Being constantly alert
- Understanding how such behaviour can affect you physically and mentally
- Making sure you are safe
- Deciding if there is a problem
- First steps
- Record and classify
3. The business base
- Management of change - keeping staff involved and informed
- Dealing with internal conflict, managerial pressure and external pressures (e.g. out-sourcing, downsizing)
- Employee commitment to work
- Management commitment to staff
- Staff performance and productivity
- Staff turnover and intention to leave and costs
- Attendance levels
- Staff recruitment and retention
- Customer satisfaction
- Organizational image and reputation
- Is it my concern?
- Potential litigation
4. Risk assessment
- The need for risk assessments
- Legal responsibilities
- What is a risk assessment?
- The five steps to risk assessment
5. Carrying out risk assessments
- How a risk assessment should be carried out
- What happens at each step, and
- Once the overall picture has been gained on whether or not a problem exist, management must accept responsibility for problems that are identified
6. Advice, guidance and legislation galore
- Legislation that will help you
- Guidance and advice
- - UK
- - European
- - International
- Preventative measures
- Publications
7. Now is the time for you to act!
- What to do if you and your colleagues do have a problem
- Preventative measures
8. Dealing with aggression and violence
- Steps to personal safety
- On the move
- Working alone at your usual workplace
- Learn to be an effective communicator
- Actually dealing with aggression and violence
- Physical attack
- Self-defence
- When an incident occurs
- Training
- Refresher training
- Training in working hours
- Identifying training needs
- Networking
- Counselling arrangements
9. Support you can expect after incidents
- What help a victim may need
- The immediate support you can expect
- Long-term support
10. You are not alone
- Information sent in by CILIP Gazette readers
Appendices
- A Bibliography
- B Websites
- C Advice centres
- D Legislation
"Sheila Pantry has drawn up a useful guide to dealing with the stresses of working in a library. In a clearly laid out book, she outlines the causes of stress, the practical steps librarians can take to deal with it, and the legal responsibilities that managers have for the wellbeing of their staff...Managing Stress and Conflict in Libraries will prove a helpful resource both for those who work in libraries and their managers."
— Information World Review
"The book's greatest strengths are its practicality and the author's obvious experience passed on in realistic advice…so readable and full of practical suggestions."
— Freepint
"Pantry will be known to many in the field as the author of practical, readily accessible works on a range of library management and related topics. This new title is no exception...As with Pantry's other works, this is an easy-to-read, practical text that will readily engage any practitioner."
— Australian Library Journal