http://worldcat.org/entity/work/id/1026329

Dealing with difficult people in the library

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.

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