5 Strategies for ending a difficult conversation

Ever had a time where you want to end a conversation with someone but don’t want to be rude? At times you don’t want to end the conversation because the other person is being rude or annoying, but mainly because you need to get back to work. You can feel the clock ticking every second they continue talking. It feels like an eternity at this point. 

As library staff you might engage with patrons on a daily basis. While most interactions are pleasant, there may be occasions when conversations with patrons become stressful and overwhelming. At times, conversations can take a turn and make you feel uncomfortable. Today, I want to go over a few practical strategies to end stressful interactions while maintaining professionalism and empathy.

First things first, acknowledge and respect your personal boundaries. It's crucial to be aware of your own stress levels and emotional capacity. When you sense that a conversation is causing you significant stress, remind yourself that it is acceptable to end it respectfully for the sake of your well-being.

Conversations with Patrons

Acknowledge and Respect your Personal Boundaries

If you find yourself unable to address the patron's needs or if the conversation is becoming too stressful, offer alternative resources. Direct patrons to upper management that can deal with the situation. Reiterate the importance of following policies and protocols set by the library. 

When ending a conversation, use positive and appreciative language. Express gratitude for the patron's time and thank them for reaching out. A polite and positive tone can help diffuse tension and ensure that the patron leaves the interaction with a sense of respect and understanding.

In some cases, it may be appropriate to offer follow-up support to the patron. Provide information about additional services, such as library programs, workshops, or community resources that could address their concerns. This demonstrates your commitment to their well-being even if the current conversation is ending.

Seek Support

It is important that you have a moment to debrief with colleagues or a supervisor regarding a difficult conversation with someone.

Seek support from your colleagues or supervisor after a particularly stressful conversation. Sharing your experiences can provide validation and guidance on how to manage future interactions. Discussing challenging conversations with trusted individuals can help alleviate stress and prevent it from accumulating.

As library staff, it's essential to prioritize your mental well-being when engaging in conversations with patrons. By implementing these strategies, you can gracefully end stressful interactions while maintaining professionalism and empathy. Remember that it is not only acceptable but necessary to protect your emotional health.