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Anis Masruri
Universitas Islam Negeri Sunan Kalijaga Yogyakarta
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Journal : informatio journal of library and information science

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The role of assertive behavior in conflict resolution and negotiation among Generation Z librarians Fitri, Laili Sofia; Masruri, Anis
Jurnal Informatio Vol 6, No 1 (2026): 2026
Publisher : Faculty of Communication, Padjadjaran University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/inf.v6i1.68749

Abstract

Background: Librarians are required to be assertive amid changing times and the dynamics of Generation Z, which is beginning to dominate the workplace. Assertive behavior is a communication skill that can be learned to reduce conflict. Studies on the application of assertive behavior among Generation Z librarians are still limited; therefore, research is needed to fill this gap. Purpose: This study aims to identify the assertive behavior of Generation Z librarians in conflict resolution and negotiation within library settings, using Janette S. Caputo’s theory. The main research question is: How do Generation Z librarians apply various forms of assertive statements in the context of library service interactions?Methods: This study utilizes a descriptive qualitative approach. Informants were determined using purposive sampling based on several criteria, and nine informants were obtained from school libraries (SMPN 29 Bandar Lampung, SMKN Padang Cermin, SD Kreativa, SMK Muhammadiyah 3 Metro), universities (Universitas Bhayangkara Jakarta Raya, Institut Sains Teknologi Nasional, and Politeknik Kesuma Bangsa), and public libraries (Kabupaten Pringsewu and Kabupaten Pesisir Barat). Data collection was carried out through structured interviews.Results: The study reveals that Generation Z librarians exhibit various forms of assertive behavior. They demonstrate Simple Assertion by facilitating effective information retrieval. Empathetic Assertion is shown through adjustments in communication styles. Soft Assertion appears in the form of support, positive feedback, and appreciation toward coworkers. Anger Assertion is expressed professionally. Confrontation Assertion is reflected in polite renegotiation of work agreements. Negative Assertion involves acknowledging mistakes and maintaining healthy communication. Assertive Disengagement is demonstrated by postponing discussions assertively when conditions are unsuitable.Conclusions: Generation Z librarians apply various forms of assertive behavior in conflict resolution and negotiation in libraries.
Co-Authors 'Azhim Al As'hal, Ajrun Abdurokhim, Muhamad Abdurrasyiid Ridla Adzkiyah Mubarokah Afrina, Cut Ahmad Aryadi Aiman, Nur Ajrun ‘Azhim Al As’hal Al Makin Al Makin Amanda, Dina Anggraeni, Vira Arienda Addis Prasetyo Arin Luthfiyah Arin Luthfiyah Asyfiya Qurratal Jamilah Athoillah, Ahmad Arya Bagas Aldi Pratama Bagas Aldi Pratama Bagas Aldi Pratama Bahgie, Yuni Bella, Elsa Listia Cindy Fadilah Conzizca, Mika Julia Dara Septiara Dina Amanda Elsa Listia Bella Enlevi, Silva Erika Setyanti Kusumaputri, Erika Setyanti Fadilah, Cindy Farah Ghina Fina Maulidina Fitri, Laili Sofia Ghalib Muhammad Syukri Al Ghiffary Halawa, Kerisman Hanafi, Sofia Hanifa Salsabila Hanifa, Salsabila Hati Murdani Hati Murdani Henky Ahmad Rihal Hikmat, Arsyad Nuzul Holyness Nurdin Singadimedja Ida Susilawati Imam Kurniady Imroatun Shaleha Inayat, Muhammad Indriyani, Meyza Ismayanti Yanti Jayanti, Lida Dara Kardi Kardi, Kardi Kartika Puspita Sari Kartika Puspita Sari, Kartika Puspita komahh, nur isti Labibah, Labibah Lubis, Efi Amrina Machsun Rifauddin Majidah, Maydani Nur Maulidina, Fina Maydani Nur Majidah Mega Adjie Wikhda Misshuari, Dinda Hafsah Mohammad Murtando Moliza Gusriani Mubarokah, Adzkiyah Muh Ahlis Ahwan Muhamad Syahrul Mubarok Nahla, Febri Nasution, Cindy Fadilah Nento, Khairuddin Ni Putu Premierita Haryanti NURAINI AHMAD Nurdin Laugu Nurdin Nurdin Nuri Ifka Bengi MS Nuur Lathifah Hasanah Pratama, Bagas Aldi Prayumi Wikanti Asning Rahmawati, Nadia Rifka Riazmi Yusma Sari Rizky, Muhammad Reza Nur Romadhon, Rifki Rosalia, Desfiana Ramdhani Rosalia, Desfiana Ramdhani Sander, Ali Sari, Kartika Puspita Sari, Kartika Putri Sari, Khairunnisa Etika Septiara, Dara Shaleha, Imroatun Shinta Dewi Sholihah, Husna Amalina Sidik Rokhmadi, Sidik Silmi Afkarina Hanum Silva Enlevi Siti Ma'rifah Siti Wahdah Sodiq A. Kuntoro, Sodiq A. Sri Rohyanti Zulaikha Suharsimi Arikunto Sundariyati, Dwi Syafi'i, Muhammad Zakki Syifa Andina Triningsih Unyil Unyil Usnah, Yulianah Wisnu Ramadhon Yehuda Abiel Yumna, Atikah Nur Aini Yusrin Karauna