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 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
Print Book, English, 1999
American Library Association, Chicago, 1999
ix, 195 pages ; 23 cm
Controlling The Situation Through Communication and Listening Techniques; Developing and Enforcing Patron Behaviour Policies; Identifying Security Problems.