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

By: Publication details: Chicago, Ill. : American Library Association, c1999Description: ix, 195 p. ; 23 cmISBN:
  • 0838907601
Subject(s): DDC classification:
  • 025.5 WIL
Contents:
Preface. - 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. - Appendix 1. An Overview of Mental Illnesses. - Appendix 2. Sample Internet Policies. - Appendix 3. Sample Children's Policies. - Appendix 4. Customer Service Language. - Appendix 5. Sample Patron Rules. - Appendix 6. Sample from the Ontario (Calif.) Public Library Procedure Manual. - Bibliography. - Index.
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Teaching Resource Taylor's Library-TU 025.5 WIL (Browse shelf(Opens below)) 1 Available GENLS,GENLS,02,GR 5000086665

Preface. - 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. - Appendix 1. An Overview of Mental Illnesses. - Appendix 2. Sample Internet Policies. - Appendix 3. Sample Children's Policies. - Appendix 4. Customer Service Language. - Appendix 5. Sample Patron Rules. - Appendix 6. Sample from the Ontario (Calif.) Public Library Procedure Manual. - Bibliography. - Index.