Training: Behaviour management & conflict resolution



Clients' comments

Feedback from training

Consultancy and staff support


Advocacy in action

Creating inspirational libraries

Customer service, customer care & floor walking

Dealing positively with change

Partnership working

Planning, leading, managing - & leading through change

Presentation skills & public speaking, including training the trainer

Reader development

Reading activity workshops

School class visits

School Library self-evaluation

Services for children & young people

Stock selection &


Study support

Working with teenagers

e mail

Phone: 07950 408347


We were very pleased with the training and your professional, yet informal delivery. You put trainees at ease but gave them plenty of food for thought and offered practical suggestions for them to take back to their workplaces. We have used your services in the past and will certainly use them again in the future.”
Angela Sharp, South West and Mid Wales Regional Library Partnership.

Behaviour management can seem a very difficult topic to “pin down” for training purposes because it deals with emotive issues of attitudes, feelings and reactions in often difficult and complex situations. Looking at delegates' behaviour and attitudes as well as students’ could be quite challenging, but Jerry’s training style is relaxed enough to get the message across without seeming to lecture or be in any way judgemental. Delegates are eager to attend further courses because they find Jerry’s training so accessible - he is entertaining as well as interesting and informative. Many thanks for another successful training event.
Lynn Marshall, Secondary Schools Adviser, Staffordshire County Council.

These training options enable staff at all levels to develop awareness, knowledge and skills, in order to engage positively with customers. The principles explored apply to our work with customers of all ages, in a wide range of settings. Training can be delivered across a wide range of sectors.

As with all of Jerry's training, sessions can be tailored to specific local needs. Jerry is also happy to create new courses. Training is adaptable to Library, School, Archive, Theatre, Arts, Museum, Heritage, Sports and Leisure settings. The focus can be work with children, teenagers or adults or the full range of service provision.

Areas commonly explored across these training options:

  • Why and how our services are so important for customers.
  • The importance and nature of partnership working with customers.
  • The importance of distinguishing between stereotypes and realities.
  • Tried-and-tested do’s and don’ts for managing behaviour
  • An understanding one’s own responsibilities
  • Managing one’s own behaviour
  • Managing expectations
  • Establishing boundaries
  • What to do when confronted with challenging behaviour
  • What to say, what not to say
  • What to do when customers won’t co-operate
  • How to work around peer group pressure
  • How to find the right tone
  • The essentials of body language
  • How to be a supportive manager and colleague
  • Maintaining consistency
  • How to be a survivor!
  • Sharing of existing good practice.
  • Planning for action.

Training options include:

  • Beyond behaviour management: effective engagement for learning in the secondary school library
  • Creating a positive environment for children and young people: a practical approach
  • Turning negatives to positives: dealing with conflict
  • Managing behaviour: creating a positive library environment


If you need further information, or would like to discuss your training or consultancy requirements, please e mail or phone 07950 408347.

Text and images © Jerry Hurst