Jelena Jovin
Biblioteka Matice srpske, Novi Sad
jovinj@bms.ns.ac.rs

No. 28 (May 2016), p. 57-64

Conflict Management in Serbian Libraries – Theoretical Approach and Examples from Practice

Summary

Librarians spend more time at work than with their families and friends. Is that time spent in a pleasant working atmosphere with users, colleagues and managers, or they leave their libraries angry, frustrated, hurt and misunderstood? The goals of the series of training workshops on conflict management, organized within the program of continuing education of librarians, were a better understanding of occurrence of conflicts in this environment and processes for their solving, emphasizing the importance of mutual understanding and respect, and resolving conflicts constructively that results in efficient working atmosphere and fair relationships in libraries. The paper deals with causes and consequences of conflicts, as well as the skills required for effective conflict management: communication skills, emotion management, patience, styles of behavior in conflict situations and graphical analysis of conflicts. It presents the practical experience we have gained by holding twenty workshops in libraries throughout Serbia in 2015, illustrated by the examples of exercises and anonymous comments of participants.

Keywords:

librarians, conflicts, consequences, respect, communication, emotional literacy, behavioral styles, mapping

Submitted: 7th January 2016
Correction to the manuscript: 28th January 2016
Accepted for publication: 15th February 2016.

Conflict Management in Serbian Libraries – Theoretical Approach and Examples from Practice by Jelena Jovin is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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