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[ 洋図書 ] Crash course in dealing with difficult library customers / ( Crash course series )

Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle. -- Libraries Unlimited, a imprint of ABC-CLIO, LLC, -- c2014. --

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ISBN 1610692837 (paperback)
ISBN13桁 9781610692830 (paperback)
無効なISBN等 9781610692847 (ebook)
テキストの言語 英語                  
分類：NDC10版 015
個人著者標目 Mosley, Shelley,
生没年等 1950-
本タイトル Crash course in dealing with difficult library customers /
著者名 Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.
その他のタイトル Dealing with difficult library customers
出版地・頒布地 Santa Barbara, California :
出版者・頒布者名 Libraries Unlimited, a imprint of ABC-CLIO, LLC,
出版年・頒布年 c2014.
数量 xii, 173 pages ;
大きさ 28 cm.
書誌注記 Includes bibliographical references (pages 163-166) and index.
内容注記 Some general guidelines in dealing with problem customers -- Patrons with disruptive behaviors: Moaners, groaners, and other cranky people -- It's all about me -- Mommie dearest and other perilous parents -- Patrons who need social services -- Just the facts ma'am: When patrons break the law -- Dangerous patrons.
要約、抄録、注釈等 Every library experiences difficult patrons. Thorough preparation is the best defense: it's always much better to be proactive than reactive. The authors 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.
著者標目 Tucker, Dennis C.
Van Winkle, Sandra.
統一タイトル(シリーズ副出標目) Crash course series (Westport, Conn.)
シリーズ名・巻次 Crash course series 
一般件名 Public services (Libraries) -- United States.
Library users -- United States.
地名件名 United States.
USA
資料情報1 『Crash course in dealing with difficult library customers /』（Crash course series）　Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.　Libraries Unlimited, a imprint of ABC-CLIO, LLC,　c2014. （所蔵館：中央　 請求記号：DF/015.0/M91/C　 資料コード：7110595440）
URL https://catalog.library.metro.tokyo.lg.jp/winj/opac/switch-detail.do?lang=ja&bibid=1352031746

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