Crash Course in Dealing with Difficult Library Customers
- 188 pages
- English
- PDF
- Available on iOS & Android
Crash Course in Dealing with Difficult Library Customers
About this book
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.
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Information
Table of contents
- Cover
- Contents
- Acknowledgments
- Introduction: A Word about Library Patrons
- PART I: Some General Guidelines in Dealing with Problem Customers
- PART II: Patrons with Disruptive Behaviors: Moaners, Groaners, and Other Cranky People
- PART III: It’s All about Me
- PART IV: Mommie Dearest and Other Perilous Parents
- PART V: Patrons Who Need Social Services
- PART VI: “Just the Facts, Ma’am”: When Patrons Break the Law
- PART VII: Dangerous Patrons
- PART VIII: Appendices
- Suggested Resources
- Index