Navigating Difficult Situations in Public Libraries
The PLA Guide to Trauma-Informed De-Escalation

Margaret Ann Paauw (Author)

9798892552950

Paperback / softback, published 12 June 2025

144 pages
27.9 x 21.6 x 1.3 cm, 0.454 kg

Because libraries are community spaces that provide access to information, resources, and programming for people of all ages and backgrounds, conflicts between patrons, verbal or physical altercations, and other difficult situations can occur. These situations can be traumatic for those involved, whether patrons or staff, making it essential that librarians know how to de-escalate them in trauma-informed ways. Utilizing the framework from PLA’s best-seller A Trauma-Informed Framework for Supporting Patrons, this workbook walks readers through building micro-skills for handling difficult situations, providing

• a succinct overview of how to define and understand trauma, including its definition, causes, effects, and manifestations;
• evidence-informed approaches drawn from the fields of social work, psychology, and counseling;
• dozens of activities, handouts, and worksheets designed to spur reflection and help readers build upon the practices introduced in the book;
• guidance on debriefing, evaluation, facing compassion fatigue, and other aftercare topics; and
• appendices that provide information on mental health resources, crisis intervention hotlines, and further reading on trauma and burnout.

Acknowledgments

Introduction


Part I Understanding Trauma and Mental Health

Chapter 1 Understanding Trauma

Chapter 2 Mental Health 101


Part II Foundation and Skill-building

Chapter 3 The Escalation Cycle

Chapter 4 Guiding Principles of “
The Tools”


Chapter 5 Reflect: Consider Cultural and Historical Issues

Chapter 6 Connect: Focus on Relationships

Chapter 7 Respect: Engage in Choice and Collaboration

Chapter 8 Protect: Promote Safety

Chapter 9 Redirect: Encourage Skill-building and Confidence


Part III Aftercare

Chapter 10 Debriefing

Chapter 11 Evaluation

Chapter 12 Recognizing the Emotional Impact of Library Work


Conclusion

Appendixes

• Appendix A: Mental Health Assistance Resources
• Appendix B: Crisis Intervention Resources
• Appendix C: National Crisis Hotlines
• Appendix D: Further Reading on Trauma
• Appendix E: Further Reading on Burnout, Compassion Fatigue, and Moral Injury