Managing Stress and Conflict in Libraries

ISBN-13: 9781856046138 / Angielski / Miękka / 2007 / 160 str.

Sheila Pantry

Opis

Stress and conflict in the workplace undermine performance and can make people mentally and physically ill. Research indicates that ever-increasing numbers of people are experiencing excessive pressure of this kind in our rapidly changing world of work. This applies to libraries and information organizations as much as anywhere; indeed they can be particular targets for verbal and non-verbal violent behaviour because of their accessibility to the public. This book defines clearly what should and should not be tolerated in a healthy and safe working environment, and introduces the reporting procedures and communication skills leading to conflict resolution, enabling both employees and managers to consider situations consistently, based on risk assessment previously carried out.

Spis treści

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