London Libraries

Over recent years London libraries have witnessed an increase in disruptive behaviour and aggression towards staff in the workplace. In 2017 management at the libraries entered into consultation with Farrow Risk Management to discuss designing and implementing a suitable programme of learning for staff in relation to managing workplace conflict. The programmed was successfully rolled at in the Autumn of last year and delivered to approximately 200 frontline library staff. The programmed covered a range of topics including mind management, personal management strategies, situational awareness considerations and developing an understanding of what factors give rise to conflict. The programme received very positive feedback with a view to expanding the programme to other libraries in due course.