The conflict between library and reading is often caused by the psychological gap between librarians and readers. The different roles played by the two sides will lead to different understandings, understandings and feelings of things, thus leading to ambiguity. An excellent librarian should not only have profound professional knowledge, but also have comprehensive knowledge of cultivating readers' reading interest, ways and methods.

Abstract: University library is an important place for college students to acquire knowledge and grow into talents. How can librarians establish harmonious interpersonal relationships with readers and provide high-quality and efficient services for readers? Improving the comprehensive quality of librarians is the key to harmonious coexistence between librarians and readers; Strengthening the ideological education of readers is an important way for librarians and readers to live in harmony: it is necessary to stop the conflict between librarians and readers in time.

Keywords: library; Management personnel; Readers; relationship

First of all, improving the comprehensive quality of librarians is the key to harmonious coexistence between librarians and readers.

? Readers first? It is the service concept that librarians always adhere to. It is the responsibility of librarians to establish a harmonious relationship between libraries and readers and provide high-quality and efficient services for readers. In the interactive relationship between library and reading, librarians play a leading role and are also the main party to avoid contradictions.

1 Firmly establish the service concept. Insist? Serving readers? The concept and purpose, we should pay attention to the following points. First, we should understand and respect the status of readers. In a progressive society ruled by law, people are equal, but in serving readers, the status of librarians and readers is unequal. This inequality is by no means an inequality in personality, but a different position in the process of service. They are the relationship between service and being served, choice and being selected. Readers have many rights and freedoms to choose, but librarians can only serve readers strictly and have no right to choose or refuse to serve a reader, which is the requirement of the specific professional role of librarians. If librarians can't correctly understand this relationship and conflict with readers' rights and status, it will be difficult to consciously provide quality services for readers. Secondly, service should be regarded as a kind of happiness. Service must come from the heart, which is the premise of achieving quality service. Librarians should have good psychological quality, not only regard service as a means to make a living, but also look at service from a higher level, find and enjoy happiness from work, and realize self-worth from the process of serving readers. Third, we should pay attention to satisfying readers' spiritual pursuit. In the process of serving readers, the relationship between library and reading is an interactive interpersonal perception relationship. Serving readers is not just? Things? The satisfaction of. Readers are not only concerned about whether he has obtained the needed documents and knowledge in the process of receiving services, but also pay more attention to his spiritual feelings in the process of receiving services, that is, the degree of psychological satisfaction. In this sense, the spiritual satisfaction such as humanistic care, emotional communication and physical and mental pleasure in the process of serving readers is as important as the acquisition of literary knowledge.

Have good comprehensive knowledge. An excellent librarian should not only have profound professional knowledge, but also have comprehensive knowledge of cultivating readers' reading interest, ways and methods. Librarians should use their professional quality, work style, management level and service attitude to attract and touch readers and win their respect and trust. The motivation and reason for readers to receive services in the library is to obtain literature and knowledge. If it is not effectively satisfied, it will lead to dissatisfaction and even friction with librarians. It is not enough to be polite in the quality service of the library, but ultimately it depends on the service ability to achieve the best service effect. It is very important for librarians to have rich knowledge. Therefore, librarians should have a solid professional foundation, profound subject knowledge and sufficient knowledge reserves, and be able to communicate with readers? Knowledge dissemination? Especially in the era of networking, digitalization and virtualization, librarians should have exquisite information technology application ability to meet the new needs of readers, and at the same time, they should know the literature, especially the collected literature, so as to be handy, handy and comfortable in serving readers.

In addition, in the study career of college students, the library is the source of vitality for students' life at school, and the words and deeds of librarians will deeply affect them, even their lives. Therefore, librarians should pay special attention to maintaining a good image in their work and firmly establish? Readers first, service first? 、? People-oriented? Our service aim is to be a good teacher and friend of readers and do a good job in reader service in good faith. Honesty generates trust, and trust is touching. Librarians treat readers as masters in their work, take their own needs seriously, put themselves in the reader's shoes, respect readers, make readers trust you, and then respect you, and actively cooperate with you to do a good job in service, which will infect readers and form harmonious interpersonal relationships.

3 Experience healthy psychological quality. In the process of serving readers, librarians have to face readers with different backgrounds, different educational levels, different ages, different personalities, different needs and purposes every day. To cope freely and satisfy readers, we must have good psychological quality. Psychological quality is the ability of people to cope with, bear and adjust various psychological pressures and conduct normal psychological activities, which is mainly reflected in the stability of people's emotional adjustment and psychological activities. Psychological quality not only determines a person's personality, temperament and other characteristics, but also has an important impact on people's handling of various problems, coping with various events and even the success and development of their careers. The psychological quality of librarians is an important part of their comprehensive quality, including keen observation ability. Accurate judgment, flexible response, excellent expression, strong self-control, stable mood, strong will, perfect temperament and open-minded personality. Only when librarians have good psychological quality can they effectively avoid the contradiction between library and reading in their daily work, or they can solve it calmly, rationally and flexibly after the contradiction occurs without forming opposition with readers.

Second, strengthening the ideological education of readers is an important way for librarians and readers to live in harmony.

University libraries shoulder certain educational functions. While guiding college students' information needs and reading, they also shoulder the responsibility of ideological and moral education for college students, so that they can consciously abide by the rules and regulations of the library and live in harmony with librarians.

The library plays an important role in the internal cultivation of college students' readers and the comprehensive cultivation of cultural knowledge. The disharmony between university librarians and readers largely stems from readers' ignorance of librarian work and library rules and regulations. Some university libraries do not pay enough attention to freshmen's entrance education, and the procedures are too simple and the time is too tight. Freshmen's understanding of libraries and librarians in entrance education is only superficial, lacking in-depth understanding, and some have no library education at all, which can't keep up with the follow-up education of old readers. Therefore, in the process of using library resources, there will be many problems, such as not paying attention to the use of substitute books, confusing the order of books, defacing books, unclear literature retrieval methods, and calling librarians by various informal names. This leads to the increase of librarians' work intensity, which affects their work mood and even leads to the phenomenon that librarians vent their emotions to readers.

Therefore, the library should strengthen the education of rules and regulations, environmental sanitation and etiquette in the education of freshmen, so that freshmen can deeply understand the rules and regulations of the library and the utilization of book information resources as soon as they enter the library. Respect the personal dignity and labor achievements of librarians. Librarians should also constantly urge readers to use alternative bookplates, emphasize the importance of using alternative bookplates, and teach them how to find books according to the call number to keep the shelves clean and tidy. The library should also hold some lectures on the utilization of library literature information from time to time, so that readers can make full use of the rich literature information resources of the library, deepen their understanding of the role of literature information and respect the work of librarians. In addition, the courtesy of readers to librarians is also one of the factors that affect their relationship. Therefore, the library should also shoulder the responsibility of polite education for readers, put forward language standard requirements for new readers in library entrance education, strengthen ideological education for some readers who are misnamed or impolite to librarians, guide college students to read in a civilized way with correct methods, and library leaders should also correctly treat the contradictions and conflicts between readers and librarians. Librarians should not give up politeness to impolite readers, but should use their sincerity to touch readers and win their respect and understanding.

Third, we should stop the conflict between librarians and readers in time.

1 Learn to respect and appreciate readers. Psychology tells us that respecting others is the core of good interpersonal relationship. In interpersonal relationships, respecting others will win others more respect for themselves. In the process of serving readers, librarians should first have the people-oriented concept, fully respect readers, understand their psychological needs for knowledge and learning, be good at capturing readers' advantages and appreciating them properly, so that readers can feel at home in the library and their personal dignity can be respected by managers. In this way, the relationship between library and reading will become harmonious, readers will have a better understanding of the work of librarians, and some contradictions will be resolved in the bud. Especially when hearing readers' complaints and opinions, librarians must keep calm, show more respect and appreciation, listen to their opinions patiently, tolerate their views as much as possible, and let readers reflect on their behavior while being moved, so as to stabilize their emotions and calm down contradictions.

Put yourself in others' shoes. The conflict between library and reading is often caused by the psychological gap between librarians and readers. The different roles played by the two sides will lead to different understandings, understandings and feelings of things, thus leading to ambiguity. In fact, in the interactive relationship between library and reading, the interests and purposes of librarians and readers are the same, both of which are to make full use of literature resources and improve the efficiency of literature utilization. This common interest and purpose makes it easy for librarians and readers to communicate psychologically and reach a consensus. Librarians should improve their self-control ability not to exclude readers' psychological phenomena, put themselves in their own shoes and improve their psychological compatibility. When librarians put themselves in the reader's perspective, they will find that some behaviors of readers, including their own rudeness, impatience or negligence, are understandable, so as to better understand readers' mood, situation and needs, and thus consciously avoid conflicts with readers.

3. Resolutely and effectively stop the conflict. When the conflict between library and readers inevitably occurs, it will have a certain negative impact on both sides of the conflict and the image of the library. At this time, decisive measures must be taken to effectively stop the conflict and prevent the situation from further expanding.

First, when there is a conflict between librarians and readers, neither side will give in. In this case, the third party can intervene to ease the deadlock, thus eliminating misunderstandings and shaking hands. Mediators should generally be the leaders of the circulation department or library, and the success of mediation mainly depends on readers' recognition of the impartiality and authority of mediators. Therefore, mediators should pay special respect to readers and be sincere. Mediation should be fair and just, and don't take a stand easily. The specific mediation procedure is: listen to the different opinions and details described by both sides of the conflict, then put forward some solutions to the conflict, and then guide both sides to express their opinions on the solutions until they reach an agreement, so as to solve the conflict with a solution acceptable to both sides of the conflict.

Second, isolate both sides of the conflict. This is a common method to eliminate the conflict between library and reading, and it is also a more effective method. When there are too many emotional factors on both sides of the conflict, it is difficult to solve the problem calmly through consultation, so we should take evasive measures to persuade both sides of the conflict to leave the scene of the conflict and make them lose the opportunity to quarrel face to face, so as to achieve the effect of alleviating the conflict. In this way, the conflicting librarians can be transferred and replaced by another librarian; You can also invite contradictory readers to the lounge or office, and the person in charge will listen to his complaints and demands, and then solve them properly.

Third, the conflict was forced to end. Sometimes mediation and isolation are not enough, and the method of forcibly ending the conflict is needed. This is a relatively powerful measure, and the library authorities should take resolute, decisive and powerful words and deeds with a certain deterrent effect to forcibly stop the excessive words and deeds of all parties to the conflict and avoid the continuation and expansion of the situation. Let readers know that the library is doing this to maintain the system, regulations and order, which is reasonable and well-founded, and the conflict will never be allowed to continue.

In a word, the harmonious relationship between university librarians and college students' readers is an important event in library construction, which requires the joint efforts of libraries, librarians and readers. Only by correctly handling the relationship between them can the library become a warm home for librarians to work happily and students to study happily.

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