I liked the article The Four Habits of Highly Effective Librarians
By Todd Gilman - http://chronicle.com/article/The-Four-Habits-of-Highly-E/46544/
He offers four traits that make librarians effective - openness, responsiveness, collaboration and communication. I think that he has also given four strategies that will go a long way towards decreasing conflict.
I don't like conflict but there are some things that I do to make sure that conflicts don't get out of hand.
1. Listen.
2. Try to see the conflict as a way of improving the services you offer ... learn from them.
3. Keep an open mind. Really think about the conflict and what the real cause of the problem is. Put yourself in the other person's shoes.
4. Try to find a solution. Work with the other party to do this.
5. Have a sense of humour.
Source - "Welcome to the company by Eileen McVety"
http://www.welcometothecompany.com/index.php
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