Dealing with Difficult People in the Library

Overview

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 ...
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Overview

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.
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Product Details

  • ISBN-13: 9780838911143
  • Publisher: American Library Association
  • Publication date: 7/28/2013
  • Edition number: 2
  • Pages: 224

Table of Contents

Preface
Sect. I Problem Patrons? No Problem!
1 What's the Problem Here? 1
2 Gaining Control 7
3 Controlling the Situation 12
4 Turning Complainers into Happy Customers 17
5 Real Problem Cases 24
6 Dealing with the Mentally Ill 31
7 Anger in the Library 36
8 What to Do about Suspected Child Abuse 40
9 Taming the Internet 45
10 Talkative People 54
11 The Homeless in the Library 56
12 Hey Lady! You Forgot Your Kids! 62
13 Censorship Problems 75
Sect. II Talking about Communication
14 A Brief History of Communication 80
15 Listening Takes More than Ears 84
16 Your Communication Toolbox 97
17 How You Say It Matters 104
Sect. III Preventing Problems
18 An Ounce of Prevention 109
19 Good Policies Make Good Patrons 113
20 Policy Training 118
21 Helping the Security Force Help You 126
22 All This Talk about Stress Is Stressing Me Out! 131
23 Memo to the Boss 136
24 Wrapping Up 146
App. 1 An Overview of Mental Illnesses 150
App. 2 Sample Internet Policies 155
App. 3 Sample Children's Policies 164
App. 4 Customer Service Language 169
App. 5 Sample Patron Rules 171
App. 6 Sample from the Ontario (Calif.) Public Library Procedure Manual 181
Bibliography 187
Index 189
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