Library Science, Library Administration, Public Libraries

Dealing with Difficult People in the Library

Name: Dealing with Difficult People in the Library
Author: Mark R. Willis
ISBN: 9780838911143

by Mark R. Willis

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Overview

Dealing with Difficult People in the Library offers practical strategies for managing problems posed by patrons and staff. It is the best hands-on guide to solving problems through communication, preventive measures, and clear and concise patron behavior policies.. "Communication skills are at the heart of resolving difficult situations and ensuring that simple encounters don't escalate into real problems. Recognizing the difference between a patron with a simple problem and a real security risk takes skill and understanding. Knowing how to deal with both situations effectively is a challenge. Dealing with Difficult People in the Library will arm you with the skills and the ability needed.

Synopsis

Libraries are busier than ever before, and unfortunately that makes it more likely that library staff will find themselves in uncomfortable and even risky situations. Communication skills are at the heart of resolving difficult situations and ensuring that simple encounters do not escalate into real problems. This revised edition of this guidebook helps library staff: Control difficult situations through communication and listening techniques; Formulate guidelines for handling patron cell phone abuse, inappropriate internet usage, and develop and enforce patron behavior policies; Balance their various roles, librarian, service worker, behavior control manager, with special attention paid to handling mentally ill patrons and the homeless; Identify potential security problems; and Understand the legal implications of banning patrons. It includes sample policies and staff training tips for a variety of different situations.