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catalog abstract ""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.".
catalog contributor b11708292.
catalog created "1999.".
catalog date "1999".
catalog date "1999.".
catalog dateCopyrighted "1999.".
catalog description ""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.".
catalog description "Includes bibliographical references (p. 187) and index.".
catalog description "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.".
catalog extent "ix, 195 p. ;".
catalog identifier "0838907601 (alk. paper)".
catalog issued "1999".
catalog issued "1999.".
catalog language "eng".
catalog publisher "Chicago : American Library Association,".
catalog spatial "United States".
catalog spatial "United States.".
catalog subject "025.5 21".
catalog subject "Communication in library science United States.".
catalog subject "Interpersonal relations.".
catalog subject "Library administration.".
catalog subject "Public libraries Public relations United States.".
catalog subject "Public libraries Security measures United States.".
catalog subject "Public libraries United States Public relations.".
catalog subject "Public services (Libraries) United States.".
catalog subject "Z711 .W64 1999".
catalog tableOfContents "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.".
catalog title "Dealing with difficult people in the library / Mark R. Willis.".
catalog type "text".