Would you like to create a safe and welcoming space at your library and improve your skills to de-escalate difficult situations? Hot off the press: Navigating Difficult Situations in Public Libraries by Margaret Ann Paauw is a very practical guide to trauma-informed de-escalation for public libraries. I highly recommend it for library workers interested in increasing their knowledge, skill, and confidence to navigate difficult situations at the library.
The book uses the framework from the A Trauma-Informed Framework for Supporting Patrons: The PLA Workbook of Best Practices as an outline to help library workers handle difficult situations. It covers three main themes including: 1) understanding trauma and mental health; 2) foundation and skill building; and 3) aftercare. Each section includes worksheets to reflect, prepare, and debrief. Some worksheets that may be especially useful include a trauma-informed policy review checklist, a boundary identification worksheet, and a “leaving work at home” ritual worksheet.
Paauw explains that de-escalation can’t be guaranteed 100% of the time or work for all scenarios. It can be learned and practiced through incorporating trauma-informed frameworks into daily interactions with patrons and co-workers to prevent situations from escalating. The trauma-informed framework for supporting patrons includes six guiding principles:
- Safety
- Trustworthiness and transparency
- Peer support
- Collaboration and mutuality
- Empowerment, voice, and choice
- Cultural, historical, and gender issues
Connection and focusing on relationships is central to navigating many difficult situations. Essential skills covered in the book include building rapport, using active listening, paraphrasing, validation, and reframing situations. The book includes a handy reference guide outlining de-escalation skills related to connection along with reflection questions. To foster positive relationships with patrons, respect is highlighted as foundational to de-escalation. Specific skills highlighted to help build respect include modeling healthy behaviors, honoring self-determination, having unconditional positive regard, focusing on strength, and showing empathy and compassion.
Pauuw emphasizes the importance of debriefing as an essential part of trauma-informed approaches to help with skill development, competency, and team cohesion. She describes the importance of the following steps of a debriefing session: reviewing the interaction; analyzing what happened; identifying lessons learned; planning for improvement; and providing emotional support. This chapter includes very helpful worksheets for debriefing individually, one on one, and in groups.
This informative and engaging book has the potential to strengthen the capacity of library staff to create a culture of trust, respect, and safety. From my perspective as a certified Crisis Prevention institute Verbal Intervention trainer, the framework presented in this book will equip the reader with essential knowledge they can apply in many difficult situations they might face in public libraries. The tools and guidance provided in this book can also be applied in other library settings and in personal relationships. I hope that graduate schools of library and information science will consider adding this as required reading for their public library classes. I highly recommend this book as a very useful and practical resource for public librarians.
MLS members can borrow Navigating Difficult Skills in Public Libraries from the Massachusetts Library System’s Professional Collection. You can also purchase the book from the ALA e-store.
