Maintaining Harmony: De-Escalation Techniques for Librarians

Libraries, as public spaces, are not immune to conflicts. This blog post expands our discussion on enhancing services for individuals experiencing homelessness by focusing on de-escalation techniques. De-escalation techniques are strategies used to reduce the intensity of a conflict or potentially volatile situation. They involve calming the situation, ensuring safety, and finding a peaceful resolution. These techniques assist in maintaining a peaceful and respectful environment. 

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​Understanding the Root of Conflict

• Recognize Triggers: Triggers are actions or events that may cause someone to become upset or agitated. Examples include loud noises, sudden movements, or being asked too many personal questions. 
• Stressors for Homeless Individuals: These can include lack of sleep, hunger, concerns about personal safety, and the stress of living without stable housing.

​Effective Communication Skills

• Active Listening: Encourage active listening, showing patrons that their concerns are heard and understood. Active listening involves fully concentrating on what is being said rather than just passively hearing the message. Tips include nodding, making eye contact, repeating back what you’ve heard, and asking clarifying questions.
• The Power of Calm Communication: Encourage use of a calm, clear, and non-confrontational tone. This helps prevent escalation by reducing anxiety and making the person feel heard and respected.

​Non-Threatening Body Language

• Avoid Aggressive Postures: Examples include crossing arms, standing over someone, or pointing fingers.
• Use Open and Approachable Stances: Examples include standing or sitting at the same level as the patron, keeping hands visible, and maintaining a relaxed posture.
• Respect Personal Space: Personal space expectations can vary significantly between cultures. In some cultures, close proximity is seen as engaging and friendly, while in others, it might be perceived as intrusive. Be aware of differing expectations and keep in mind the importance of personal space to avoid making patrons feel cornered or threatened.

​Solution-Oriented Approach

• Identify the Issue: Help staff develop skills to quickly identify the core issue in a conflict. Tips for quickly identifying the main issue include listening carefully to what the patron is saying, asking open-ended questions, and looking for non-verbal cues.
• Offer Solutions: Train staff to offer practical solutions or alternatives to address patron concerns. For a patron experiencing homelessness, solutions might include providing a list of local shelters, extending computer use time for job searches, or connecting them with social services.

​Knowing When to Seek Help

• Recognize Signs for Additional Assistance: Emphasize the importance of recognizing when a situation is beyond one's ability to handle and when to call for additional assistance, whether it's a supervisor or security personnel. Signs it may be time to seek additional assistance include a patron becoming increasingly agitated, making threats, or exhibiting signs of severe distress. 
• Safety First: Always prioritize the safety of patrons and staff in any conflict situation. Provide staff the leeway, confidence, and support to make the best safety decision in the heat of the moment. 

Photo by SHVETS production from Pexels. 

​Post-Conflict Resolution

• The Importance of Debriefing: Debriefing with staff after a conflict or traumatic experience is crucial for processing emotions and learning from the incident.
• Enhance Staff Support and Communication: Foster a supportive work environment by actively listening to staff, offering professional counselling, and emphasizing their value and safety. Encourage open communication, regular check-ins, and team discussions to ensure staff feel comfortable sharing and learning from each other’s experiences.

​By effectively applying de-escalation techniques and fostering a supportive environment, libraries can create a more harmonious and safe space for all patrons, including those experiencing homelessness. These strategies help in ensuring our libraries remain welcoming and peaceful havens for everyone in the community.