Dealing with difficult people in the library / Mark R. Willis.
Dealing with difficult people in the library / Mark R. Willis.
About this item
Full title
Author / Creator
Publisher
Chicago : American Library Association, 1999.
Date
1999.
Call Numbers
T0378201
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
ix, 195 p. ; 23 cm.
Contents
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...
App. 4. Customer Service Language -- App. 5. Sample Patron Rules -- App. 6. Sample from the Ontario (Calif.) Public Library Procedure Manual.
Publication information
Publisher
Chicago : American Library Association, 1999.
Place of Publication
Illinois
Date Published
1999.
Subjects
More information
Scope and Contents
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."--BOOK JACKET. "Communication skills are at the heart of resolving difficult situati...
Alternative Titles
Full title
Dealing with difficult people in the library / Mark R. Willis.
Authors, Artists and Contributors
Author / Creator
Author / Artists
Notes
General note
Includes bibliographical references (p. 187) and index.
Transferred from N025.5/44.
Identifiers
Primary Identifiers
Call Numbers
T0378201
Record Identifier
74VvrrB7yAZl
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VvrrB7yAZl
Other Identifiers
ISBN
0838907601 (alk. paper)
9780838907603 (alk. paper)
DDC
025.5
MMS ID
991011355969702626