The Librarian’s Guide to Homelessness: Advice for managers and leaders

Source: Ryan J. Dowd, American Libraries, June 1, 2018

….Working with difficult homeless individuals is hard. Managing people who work with difficult homeless individuals is harder. There are two equally challenging problems:
– staff members who are terrified of conflict and avoid all confrontation by not enforcing any rules
– staff members who think they are Rambo, turning every mild conflict into World War III

It is easier to help a timid staff member become assertive than it is to help an aggressive staff member be polite. I am not sure why this is, but hot-headed employees usually cannot rein it in for very long. They can get better for a little while, but eventually emotions take over and they lose their cool. Timid staff, on the other hand, grow only more confident as they get experience.

There are some tactics that can make you more effective…..