Crash course in dealing with difficult library customers [electronic resource] / Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.
- 作者： Mosley, Shelley 1950-
- 其他作者：
- 其他題名：
- Crash course series (Westport, Conn.)
- Libraries Unlimited crash course series
- 出版： Santa Barbara, Calif. : Libraries Unlimited 2014.
- 叢書名： Libraries Unlimited crash course series
- 主題： Public services (Libraries)--United States. , Library users--United States. , Libraries--Public relations--United States. , Libraries--Security measures--United States. , Conflict management.
- ISBN： 1610692845 (e-book) 、 9781610692847 (e-book) 、 1610692837 (alk. paper) 、 9781610692830 (alk. paper)
- URL：
An electronic book in the ABC-CLIO eBooks Online database, accessible through the World Wide Web; click for infor
- 書目註：Includes bibliographical references and index.
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讀者標籤：
- 系統號： 005214806 | 機讀編目格式
館藏資訊
Libraries are public places—open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations. Every library experiences difficult patrons. Thorough preparation is the best defense: it's always much better to be proactive than reactive. The authors of Crash Course in Dealing with Difficult Library Customers realized that these kinds of situations are more universal than unique, despite the great variations in library environments and customer bases, and pooled their more than 100 years of experience to offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"—before they arise. The book identifies the basic types of problem-causing individuals, thoroughly overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise. Drawing on their extensive real-world experience, the authors provide instructions for "last resort" options when dealing with illegal activities, acknowledge the rights of employees in difficult situations, and present strategies that will minimize staff members' stress levels when dealing with patrons. While this book will be extremely valuable to public library staff, it addresses common situations that can happen in public service at any type of library. Administrators who need to develop policies to protect their staff and their users will also find this unique work essential reading.
摘要註
"Libraries are public places--open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations"--Provided by publisher.