Preparation - SAM Model

Vyond video to create a micro learning (5 min or less) on different roles staff play to help de escalate conflicts with difficult patrons. Learners are public library staff. They include frontline employees with varying experience levels. The micro learning focuses on helping staff recognize and apply two key roles during conflict: lead, who manages the interaction directly using calm communication, and support, who provides backup, ensures safety, and helps resolve the situation. The learning environment is library monitored computers, learners in cubicles in the back, so the content must be concise, easy to access at service points, and user friendly, non-technical language. The goal is to empower staff to respond confidently and appropriately in high-stress situations using clearly defined roles.