Dealing with difficult people in the library /

"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 ski...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Willis, Mark R.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Chicago : American Library Association, 1999.
Temas:
Public services (Libraries) > United States.
Communication in library science > United States.
Public libraries > Security measures > United States.
Public libraries > Public relations > United States.
Bibliothèques > Services aux usagers > États-Unis.
Communication en bibliothéconomie > États-Unis.
Bibliothèques publiques > États-Unis > Sécurité > Mesures.
Bibliothèques publiques > Relations publiques > États-Unis.
LANGUAGE ARTS & DISCIPLINES > Library & Information Science > General.
Communication in library science
Public libraries > Public relations
Public libraries > Security measures
Public services (Libraries)
Bibliotheekgebruikers.
Afwijkend gedrag.
United States
Verenigde Staten.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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