Creating Safer Interactions Without Sacrificing Kindness, Values, or Wellbeing

Date: Thursday 16th October 2025

Time: 10:00 AM – 12:00 PM (GMT)

Location: Live on Zoom

Recording Available: For 12 months after the session

Price: £75 or FREE for Empower members

Overview

Sometimes, good manners and a friendly approach are enough. But sometimes, they’re not.

Whether you’re dealing with someone who’s emotionally bullying, under the influence, acting out due to trauma or stress, or refusing to leave the building—frontline library staff need more than politeness. They need clarity, compassion, and confidence to act safely and consistently.

This 2-hour live webinar offers a kindness-led, trauma-aware, and practical approach to managing challenging behaviour in libraries. You’ll learn how to set boundaries, lower escalation, and protect both yourself and others—while staying aligned with your values.

It’s not just about reacting in the moment. We’ll explore how to create a culture of preparedness, fairness, and calm, backed by supportive systems and consistent leadership.

What We’ll Cover

Understanding What’s Going On:

Recognising the root causes of disruptive or unsafe behaviourHow trauma, stress, neurodivergence, and mental health affect interactionsWhy “AOA” (Angry on Arrival) isn’t always about you

Practical Tools for Responding:

Language that de-escalates instead of inflamesBoundaries with kindness: what to say and how to say itWhen to stay engaged, when to step away, and when to escalateScripts for difficult moments: calm, clear, values-led

Culture and Consistency:

How to create shared team responses to difficult situationsReducing risk through clarity and consistency—not just policiesHow managers and supervisors can back up staff meaningfully

Library as Environment:

Physical space design and signage that supports safety and inclusionPolicies that protect everyone: staff, visitors, and vulnerable usersCreating a psychologically safe frontline culture

You’ll Leave With:

Confidence in how to respond when things get difficultA kind but boundaried toolkit for real-world library scenariosPractical scripts and de-escalation languageA team reflection guide for consistent, trauma-aware practiceA renewed sense of safety, professionalism, and compassion

Who It’s For

This session is designed for frontline library staff, supervisors, and managers across public, academic, and specialist libraries. If you work with the public, supervise those who do, or care about staff wellbeing—this session is for you.

Care Statement / Trigger Warning

This session will touch on situations that may involve aggression, emotional distress, or unsafe behaviour. Please take care of yourself. You’re welcome to take breaks or step away. The recording will be available for 12 months, so you can revisit or pause as needed.