Librarians have heard and experienced the trend of increased materials challenges and irate patrons. Yet every day library staff members respond to materials challenges in ways that lead to non-events. It is the confrontations and protests that are featured in the news, but dedicated library staff consistently lower the temperature and prevent conflicts. Moderators Betsy Mahoney and Julia Nephew with presenters Janice Del Negro, Joyce McIntosh, and Steven Ward will explore the training, skills, and best practices that help library staff de-escalate tense encounters with library users.