Overview
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.
Full Product Details
Author: Shelley Elizabeth Mosley ,
Dennis C. Tucker ,
Sandra Van Winkle
Publisher: Bloomsbury Publishing Plc
Imprint: Libraries Unlimited Inc
Dimensions:
Width: 21.60cm
, Height: 1.30cm
, Length: 27.90cm
Weight: 0.595kg
ISBN: 9781610692830
ISBN 10: 1610692837
Pages: 188
Publication Date: 16 December 2013
Recommended Age: From 7 to 17 years
Audience:
Professional and scholarly
,
College/higher education
,
Professional & Vocational
,
Tertiary & Higher Education
Format: Paperback
Publisher's Status: Active
Availability: Manufactured on demand
We will order this item for you from a manufactured on demand supplier.
Reviews
"""[T]his volume truly presents the reader with a comprehensive overview of preventing stressful situations in the library, diffusing angry patrons, and knowing the best course of action to take in any circumstance. . . . The work is a great review as well as introduction to the life of a librarian, illustrating both the positive and the challenging situations."" - ARBAonline"
[T]his volume truly presents the reader with a comprehensive overview of preventing stressful situations in the library, diffusing angry patrons, and knowing the best course of action to take in any circumstance... The work is a great review as well as introduction to the life of a librarian, illustrating both the positive and the challenging situations. - ARBAonline
Author Information
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?
