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

Willis, Mark R. (Author).

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." "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.

Record details

  • ISBN: 0838907601
  • ISBN: 9780838907603
  • Physical Description: ix, 195 pages ; 23 cm
  • Publisher: Chicago : American Library Association, 1999.

Content descriptions

Bibliography, etc. Note:
Includes bibliographical references (page 187) and index.
Formatted Contents Note:
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.
Subject: Public services (Libraries) > United States.
Communication in library science > United States.
Public libraries > Security measures > United States.
Public libraries > Public relations > United States.

Available copies

  • 4 of 4 copies available at NC Cardinal. (Show)
  • 1 of 1 copy available at Onslow County Public Library.

Holds

  • 0 current holds with 4 total copies.
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Location Call Number / Copy Notes Barcode Shelving Location Status Due Date
Jacksonville Main Library PROF 025.5 WIL (Text) 36015000806436 Professional Nonfiction Collection Available -

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020 . ‡a9780838907603
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043 . ‡an-us---
05000. ‡aZ711 ‡b.W64 1999
08200. ‡a025.5 ‡221
1001 . ‡aWillis, Mark R. ‡0(CARDINAL)213751
24510. ‡aDealing with difficult people in the library / ‡cMark R. Willis.
264 1. ‡aChicago : ‡bAmerican Library Association, ‡c1999.
300 . ‡aix, 195 pages ; ‡c23 cm
336 . ‡atext ‡btxt ‡2rdacontent
337 . ‡aunmediated ‡bn ‡2rdamedia
338 . ‡avolume ‡bnc ‡2rdacarrier
504 . ‡aIncludes bibliographical references (page 187) and index.
50500. ‡tSect. 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.
5201 . ‡a"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.
650 0. ‡aPublic services (Libraries) ‡zUnited States. ‡0(CARDINAL)340560
650 0. ‡aCommunication in library science ‡zUnited States.
650 0. ‡aPublic libraries ‡xSecurity measures ‡zUnited States.
650 0. ‡aPublic libraries ‡xPublic relations ‡zUnited States.
902 . ‡aMARCIVE 201809
902 . ‡aMARCIVE 201909
902 . ‡aMARCIVE 201912
901 . ‡a10033342 ‡bUnknown ‡c10033342 ‡tbiblio