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  E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/40954054 Title: Dealing with difficult people in the library Author: Mark R Willis Publisher: Chicago : American Library Association, 1999. ISBN/ISSN: 9780838907603 0838907601 OCLC:40954054

  
  

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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. Recognizing the difference between a patron with a simple problem and a real security risk takes skill and understanding. Knowing how to deal with both situations effectively is a challenge. Dealing with Difficult People in the Library will arm you with the skills and the ability needed."--Jacket.  Read more...
Rating:	(not yet rated) 0 with reviews - Be the first.
Subjects	Public services (Libraries) -- United States. Communication in library science -- United States. Public libraries -- Security measures -- United States. View all subjects
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