Deb Hoadley, Advisor
Massachusetts Library System
Top Ten Management Basics
1. Know thyself
2. Know your staff
3. Managing your staff
4. Personnel Policies
5. Director Relationship or whoever you report to
6. Customer Service
7. Conflict Resolution
9. Stress Management
10.Communicate, communicate, communicate!
• Many types of
assessments to get to
know yourself better
• Looking at values –
important to align with
your staff and their
Know Your Staff
• Skill levels
• Know their job description/ know their job
Listen to what they are saying
Watch what they are doing
Managing Your Staff
Definition: Achieving institutional goals through the people &
resources available to you
What is “Library Management?”
• Ability to collect & analyze information
• Urge to share information
• Ability to organize knowledge
• Tendency to build networks
• Belief in the principle of equality of access & treatment
Underlying principles and core mission and vision of library
must be understood by everyone.
• Employee handbook: Know it thoroughly
• Employee assistance: Where can staff get help
and how do they access it?
• Private conversations: When are they
appropriate; when should you bring someone in
• Union staff: Know the rep and the parameters
• Policies are your guiding principles: Use them to
• Know the laws: Age discrimination, ADA,
• Share information regularly
• Know library’s strategic plan
• How can you help the Director do their job? Focus on
this when you are asking for something and you will be
• Know the governing board – ask to periodically
present something to them.
“A manager's task is to make the strengths of people
effective and their weakness irrelevant--and that applies
fully as much to the manager's boss as it applies to the
“Value you create for your patrons depends almost
entirely on the actions of the library’s staff. The staff are
the library’s first patron.”
1. Does your staff understand customer service and
how it impacts what they do? (funding, additional
staff, additional hours, etc.)
2. Meet regularly to discuss how to hear from
customers (are you doing surveys, suggestion box,
informal patron feedback, etc.)
3. Need to know what the frontline staff does and
recognize and address any problems/situations to
increase better customer service.
Five Conflict Management Styles:
Sometimes there is a reason to use one style over another,
even if it is out of your comfort zone
Be aware of how you are negotiating a conflict
Two types of Conflict: Task oriented (constructive &
functional) or relationship oriented (destructive & reduced
Look at positive side of
Change usually causes
the biggest conflicts
Have good negotiation
Shift your perspective
Laughter & humor
Listen to music
Take charge of your
Get up and shake
"A Short Course in Human Relations
The 6 most important words: I admit I was wrong.
The 5 most important words: You did a great job.
The 4 most important words: What do you think?
The 3 most important words: Could you please.
The 2 most important words: Thank you!
The most important word: We.
The least important word: I."
Questions? Thank You!
Management & Supervisor Essentials Guide
Deb Hoadley, Advisor, Mass Library System