We now know that stress in the workplace is costing the UK, Europe and the rest of the world an immense amount of time off work. Pressure is part and parcel of all work and helps to keep us motivated. But excessive pressure can lead to stress, which undermines performance, is costly to employers and can make people mentally and physically ill - and research indicates that large numbers of people experience this in a work-related context. This applies to libraries and information organizations as much as anywhere - and indeed they can be particular targets for verbal and non-verbal violent behaviour through their interaction with the public - and there are statistically a certain number of employees of such organizations who are suffering, often in silence, from aggression, bullying and harassment from a work colleague. Tackling conflict and stress effectively is a legal responsibility for management, and can result in significant benefits for the organization in terms of recruitment and retention, employee commitment, performance and productivity, customer satisfaction, organizational image and reputation, and potential litigation. This book defines clearly what should and should not be tolerated in a healthy and safe working environment, and introduces the reporting procedures leading to conflict resolution, enabling both the employee and the manager to decide whether or not there is a case for making a risk assessment that may lead to formal mediation. The chapters cover: current health and safety concerns; risk assessment procedure; the business case; taking action to solve interpersonal conflict; communication skills and training; and support to be expected from the organization. Also included are case studies, a glossary of health and safety terms, and sources of further information, including relevant legislation. This book is essential reading for employees at all levels, and also for managers, team leaders, supervisors, personnel and human resources staff, c