Conflict Resolution Training for Student Employees in an Academic Library

Abstract

Many college students who are hired to work at the University of Hawaiʻi - West Oʻahu (UHWO) library often have little to no prior working experience. These student employees are often tasked with basic library duties such as shelving items or helping patrons locate information. Too frequently, student employees end up trying to help particularly difficult patrons or co-workers who are unaccepting of their help—situations that may result in unwanted interpersonal conflicts. Unfortunately, there is currently no formal training aimed at teaching them how to handle conflict using communication skills. To address this need, this project aimed to design and evaluate an online instructional module about conflict resolution. To design the instruction, research regarding library student employees, job motivation, and conflict resolution in the workplace were referenced. Keller’s (2016) ARCS-V model and Mayer’s (2005) Cognitive Theory of Multimedia Learning guided the project in terms of understanding how multimedia can be used to motivate and stimulate learners both cognitively and affectively. The project was evaluated through a usability study with three adults (n = 3), and a learning assessment with 17 adults (n = 17). The results indicated the module was organized into appropriate sections and most participants found the scenario-based videos engaging and relevant. Recommendations for future research include adding additional resources for future learning and expanding on the content for certain sections of the online module.