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Dealing with difficult people in the library

Author: Mark R Willis
Publisher: Chicago : American Library Association, 1999.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"Dealing with Difficult People in the Library offers practical strategies for managing problems posed by patrons and staff. It is the best hands-on guide to solving problems through communication, preventive measures, and clear and concise patron behavior policies." "Communication skills are at the heart of resolving difficult situations and ensuring that simple encounters don't escalate into real problems.  Read more...
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Document Type: Book
All Authors / Contributors: Mark R Willis
ISBN: 9780838907603 0838907601
OCLC Number: 40954054
Description: ix, 195 pages ; 23 cm
Contents: Sect. I. Problem Patrons? No Problem! 1. What's the Problem Here? 2. Gaining Control. 3. Controlling the Situation. 4. Turning Complainers into Happy Customers. 5. Real Problem Cases. 6. Dealing with the Mentally Ill. 7. Anger in the Library. 8. What to Do about Suspected Child Abuse. 9. Taming the Internet. 10. Talkative People. 11. The Homeless in the Library. 12. Hey Lady! You Forgot Your Kids! 13. Censorship Problems --
Sect. II. Talking about Communication. 14. A Brief History of Communication. 15. Listening Takes More than Ears. 16. Your Communication Toolbox. 17. How You Say It Matters --
Sect. III. Preventing Problems. 18. An Ounce of Prevention. 19. Good Policies Make Good Patrons. 20. Policy Training. 21. Helping the Security Force Help You. 22. All This Talk about Stress Is Stressing Me Out! 23. Memo to the Boss. 24. Wrapping Up --
App. 1. An Overview of Mental Illnesses --
App. 2. Sample Internet Policies --
App. 3. Sample Children's Policies --
App. 4. Customer Service Language --
App. 5. Sample Patron Rules --
App. 6. Sample from the Ontario (Calif.) Public Library Procedure Manual.
Responsibility: Mark R. Willis.

Abstract:

This text offers practical strategies for managing problems posed by patrons and other staff. It is a hands-on guide to solving problems through communication, preventive measures and clear and  Read more...

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"This book is an excellent resource to prepare staff for difficult situations...filled with practical, down-to-earth recommendations." "Staff and administration both will find this excellent book Read more...

 
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