Discusses four themes related to resolving difficulties in library personnel evaluation: (1) the importance of clearly defining performance evaluation and its goals; (2) negotiation theory for dealing with negative results of personnel evaluation; (3) development of a perspective on conflict management; and (4) assertiveness as a foundation for…

Recommends and describes assertive management techniques for dealing with conflicts or problems in libraries: (1) listening to understand problems; (2) stating expectations clearly; (3) focusing attention on the real issue; (4) explaining situational givens; (5) compromising/negotiating when possible; (6) being persistent and patient; (7) giving…

Drawing on management theory, this article explores the costs, benefits, and sources of organizational conflict in the academic library context. Five responses to conflict (using power, avoiding, accommodating, compromising, and problem solving) are described, and guidelines for using problem solving to manage conflict effectively are offered. (14…

Addresses the following issues related to employee problem resolution: confronting rather than ignoring problems; preparing for confrontation and resolution of problems; the role of administration and middle management; character and trust as leadership factors; and management and supervisory training. (six references) (MES)

Arguing that complaints are inevitable and that complaint handling should be an integral part of the library's public service program, this paper identifies and discusses the components of such a program. Concerns discussed are those that should be of general interest to all types of libraries, and the primary focus is on external complaints,…