Dealing with difficult people in the library
להגדלת הטקסט להקטנת הטקסט- ספר
"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.
כותר |
Dealing with difficult people in the library / Mark R. Willis. [electronic resource] |
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מוציא לאור |
Chicago : American Library Association |
שנה |
1999 |
הערות |
Bibliographic Level Mode of Issuance: Monograph Includes bibliographical references (p. 187) and index. English |
הערת תוכן ותקציר |
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. |
היקף החומר |
1 online resource (ix, 195 p. ) |
שפה |
אנגלית |
מספר מערכת |
997010703124105171 |
תצוגת MARC
תגיות
- Public services (Libraries) United States.
- Communication in library science United States.
- Public libraries Security measures United States.
- Public libraries United States Public relations.
- Public libraries Public relations United States.
- Library administration.
- Interpersonal relations.
- Public services (Libraries) Security measures United States
- Communication in library science Public relations United States
- Public libraries United States
- Social Sciences
- Library & Information Science
- County libraries
- nne Libraries, County
- Libraries Public services
- Libraries Services to users
- nne Libraries and readers
- Library public services
- Library services to users
- Library users Services for
- Public libraries Services to users
- Human relations
- Interpersonal relationships
- Personal relations
- Relations, Interpersonal
- Relationships, Interpersonal
- Social behavior
- Libraries Administration
- Libraries Management
- Libraries Organization
- Library management
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