Mental Health and Well-Being: Dealing with Difficult Patrons

Library workers on the front lines have faced mounting challenges over the last few years. How have you been able to manage? How does a trauma informed approach impact this work?

Dr. Abigail L. Phillips from the University of Wisconsin-Milwaukee will uncover the impacts of the pandemic on library staff and how tough interactions and the demands of the job can contribute to burnout and offer suggestions and strategies that staff and library leaders can use to be proactive about the future.

When working in these difficult situations, a trauma-informed care approach shifts the focus from “What is wrong with you?” to “What happened to you?”

Learn how the Kalamazoo Public Library (KPL) used a trauma-informed approach to their code of conduct, incident reporting system, supervisor follow-up, suspension guidelines, and security guard on-boarding. Since making these changes, KPL staff have self-reported that adverse interactions with patrons have become less severe.

Course Details

MLA Connect: Mental Health and Well-Being: Dealing with Difficult Patrons01:00:01
March 14, 2023 01:00:01
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