Dealing with Difficult People in the Library

by Mark R. Willis

Book Overview

This text offers practical strategies for managing problems posed by patrons and other staff. It is a hands-on guide to solving problems through communication, preventive measures and clear and... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0838907601
• ISBN13: 9780838907603
• Release Date: September 2000
• Publisher: ALA Editions
• Length: 195 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.5" x 6.1" x 9.1"

Customer Reviews

Dealing With Difficult People in the Library

Willis's book provides the library employee the means to improve customer relations. The book is broken down into three parts. Part one deals with several situations and solutions applicable to any library. Part two emphasizes improving communication; from effective listening skills to using empathy and "I" statements when assisting a problem patron. The third section deals with prevention. The author stresses how developing policies, training staff, and assessing individual cases for future awareness can benefit the library. Overall, this is a well-written resource that anyone from middle to upper management can read, digest and apply to their own library setting. The material is written in a clear and concise manner with practical situations and solutions. A final section at the end of the book includes sample policies and customer service language to assist libraries in creating a more friendly and helpful environment for the staff and patrons.