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Enhancing external communication : managing conflict

Author: Urban Libraries Council.
Publisher: [S.l.] : Produced by Holtman Co. for the Urban Libraries Council, ©1996.
Series: Enhancing communication series; Library staff development series, course 8 / Urban Libraries Council.
Edition/Format:   VHS video : VHS tape   Visual material : English
Database:WorldCat
Summary:
Designed for use in small groups, this video on managing external conflict focuses on providing library staff with skills and strategies to help them prevent and handle on-the-spot conflicts with external customers, those invividuals who receive service and who judge service.
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Material Type: Videorecording
Document Type: Visual material
All Authors / Contributors: Urban Libraries Council.
ISBN: 1885251122 9781885251121
OCLC Number: 35832756
Notes: "This video has been developed in conjunction with the facilitation outline. To enhance the learning experiences of staff, present the video with the recommended group discussions and perform problem-solving activities."
"Supported by a grant from the W.K. Kellogg Foundation."
Description: 1 videocassette (10 min.) : sd., col. ; 1/2 in. + 1 facilitation guide (61 leaves ; 28 cm.) + participant handouts and evaluation forms.
Details: VHS format.
Series Title: Enhancing communication series; Library staff development series, course 8 / Urban Libraries Council.
Other Titles: Managing conflict
Responsibility: Urban Libraries Council.

Abstract:

Designed for use in small groups, this video on managing external conflict focuses on providing library staff with skills and strategies to help them prevent and handle on-the-spot conflicts with external customers, those invividuals who receive service and who judge service.

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