Übersicht			Auf mobile öffnen

Lieferstatus:	Auf Bestellung (Lieferzeit unbekannt)
Veröffentlichung:	Dezember 2013
Genre:	Wirtschaft / Recht
	BUSINESS & ECONOMICS / Customer Relations / Customer services / Dealing with Dangerous Library Patrons / Dealing with Drugged or Inebriated Individuals / Dealing with Problem Parents / Dealing with Sexual Perverts / Dealing with the Censor / Dealing with the Extremist / Dealing with the Mentally Ill / Dealing with the V.I.P. / Dealing with Thieves / Library, Archive & Information Management / Library, archive and information management mehr...
ISBN:	9781610692830
EAN-Code:	9781610692830
Verlag:	Bloomsbury
Einband:	Kartoniert
Sprache:	English
Dimensionen:	H 279 mm / B 216 mm / D
Gewicht:	595 gr
Seiten:	188
Zus. Info:	Paperback
Bewertung:	Titel bewerten / Meinung schreiben

Inhalt:

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.