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Three
Library Conflict Scenarios & Steps for Sucessful Resolution |
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| Scenarios |
Questions to Consider |
Steps
for Successful Resolution |
Circulation Desk Confrontation
When a library staff member at the University of
Kansas is confronted by a student regarding a lost book an
argument ensues. The student adamantly insists that they returned
the book in the book drop on time, yet the book has disappeared
and now the student holds a $75 fine notice for replacing
the book. |
What are the
likely Cutural I/C or self-construal leanings
of the people involved?
What conflict styles
are being manifested?
Is there an element of power-distance
to be considered? If so, how might this effect the outcome? |
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Cultural Knowledge
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Mindfulness
-
Interaction Strategy
What
will happen next? |
Staff Members' Service Philosophy
Rift
Two reference staff members at Evangel University disagree
regarding how to best assist a student. Female Staff A, originally
from Mexico, believes it is okay to retrieve an item for the
student and Male Staff B believes one should advise the student
to look up the item on the card catalog learning more independence.
A "seemingly" innocuos interchange follows with Staff
A agreeing to focus more on "learning" in her service
philosophy. |
What are the likely Cutural
I/C or self-construal leanings of the people involved?
What conflict styles
are being manifested?
Is there an element of power-distance
to be considered? If so, how might this effect the outcome?
|
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Work-Study Work Ethic Dilema
An Interlibrary Loan work-study student at Rice University
is coming to work late and continuing to make mistakes in various
scanning and updating duties. The student's supervisor has not
confronted the student, who always offers good excuses for her
poor performance; however, the other staff members are continually
critizing the student and complaining to the supervisor regarding
the student's "below-standard" work ethic. The atmosphere
has become tense for everyone in the unit, so finally the supervisor
schedules a meeting with the student to deal with these issues. |
What
are the likely Cutural I/C or self-construal leanings
of the people involved?
What conflict styles
are being manifested?
Is there an element of power-distance
to be considered? If so, how might this effect the outcome? |
-
Cultural Knowledge
-
Mindfulness
-
Interaction Strategy
What
will happen next? |
Before clicking on the "Steps for Successful Resolution" consider
the questions in the middle column and ask "What have I learned about
Intercultural Communication Competence thus far"