How can empathy be used to resolve conflicts in library services?

1 What is empathy?

Empathy is not just a feeling, but a skill that can be learned and practiced. It involves three aspects: cognitive, emotional, and compassionate. Cognitive empathy is the ability to see things from another person's perspective, without imposing your own assumptions or judgments. Emotional empathy is the ability to feel what another person is feeling, and to express it appropriately. Compassionate empathy is the ability to act on your understanding and feelings, and to help the other person in a positive way. Empathy can help you to communicate effectively, build rapport, and find common ground with others.

2 Why is empathy important for library services?

Library services are based on values of access, diversity, inclusion, and democracy, which library professionals strive to uphold and serve. Empathy can help library professionals understand the needs and preferences of their patrons, respect their different opinions and backgrounds, and engage with them in a friendly manner. It can also help them manage emotions in difficult situations, collaborate with colleagues and partners, and learn from their experiences. All of these actions can help create a welcoming and safe environment for all.

3 How to use empathy to resolve conflicts in library services?

Empathy can help library professionals to resolve conflicts in library services by following a simple process. To begin, actively and attentively listen to the other person without interrupting, judging, or defending yourself. Aim to understand their point of view, feelings, and needs. Acknowledge their perspective and emotions by using empathic statements like "I can see how you feel" or "I appreciate your concern". Then share your own perspective and emotions using "I" statements such as "I feel" or "I want". After that, seek a mutual understanding and a possible solution through problem-solving techniques like brainstorming, evaluating, and negotiating. Finally, agree on a specific action plan and a follow-up with clear and concrete terms such as "Who will do what, when, where, and how?". Utilize feedback and confirmation to ensure everyone is on the same page.

5 What are some benefits and challenges of using empathy in library services?

Using empathy in library services can have many benefits, such as improving the quality of service, enhancing the reputation of the library, strengthening relationships among staff members, reducing stress in conflict situations, and fostering a culture of learning and improvement. However, there are also some challenges to using empathy in library services, such as balancing the needs and expectations of different patrons, dealing with the emotional toll of empathizing with others, facing resistance or hostility from some people, maintaining professional boundaries and ethical standards, and measuring and evaluating the impact of empathy.