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Dealing with difficult people in the library / Mark R. Willis.

Dealing with difficult people in the library / Mark R. ...

Dealing with difficult people in the library / Mark R. Willis.

https://devfeature-collection.sl.nsw.gov.au/record/74VvrrB7yAZl

Dealing with difficult people in the library / Mark R. Willis.

About this item

Full title

Dealing with difficult people in the library / Mark R. Willis.

Author / Creator

Publisher

Chicago : American Library Association, 1999.

Date

1999.

Call Numbers

T0378201

Record Identifier

74VvrrB7yAZl

MMS ID

991011355969702626

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.

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

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

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