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Presented by Right To Be

If your team interfaces with the public, chances are they will face moments of escalation and will need to know what to do. Conflict de-escalation requires patience, a willingness to listen, and an ability to see the humanity in everyone. Using Right To Be’s Observe-Breathe-Connect methodology, we’ll learn how to identify potential conflict before it escalates using our “pyramid of escalation” and how to assess whether de-escalation is the right action. We’ll also learn how to connect with others by validating their feelings and helping diffuse the situation — even if we don’t understand them or agree with them. We’ll have time at the end to practice using real-life scenarios. Your team will leave armed with de-escalation techniques so that they can navigate these moments as workplace leaders.

This webinar is open to all MHLS member library directors, staff and trustees.

Though this session will be held online it will not be recorded to help foster a safe space for participants to have an open dialogue.

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This event will take place online.

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