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Crash Course in Dealing with Difficult Library Customers

Crash Course in Dealing with Difficult Library Customers


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About the Book

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.


About the Author:

Shelley E. Mosley is an author and retired library manager.

Dennis C. Tucker, PhD, is reference/adult programming librarian for the Margaret K. Troke Branch of the Stockton-San Joaquin County Public Library, Stockton, CA.

Sandra Van Winkle is a technical writer and an experienced grant writer. She is a contributor to What Do I Read Next?


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Product Details
  • ISBN-13: 9781610692830
  • Publisher: Libraries Unlimited
  • Publisher Imprint: Libraries Unlimited
  • Depth: 19
  • Language: English
  • Returnable: Y
  • Spine Width: 13 mm
  • Width: 213 mm
  • ISBN-10: 1610692837
  • Publisher Date: 16 Dec 2013
  • Binding: Paperback
  • Height: 277 mm
  • No of Pages: 173
  • Series Title: Libraries Unlimited's Crash Course
  • Weight: 498 gr


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