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	Dealing with Difficult People in the Library Mark Willis Item Number: 978-0-8389-0760-3   Publisher: ALA Editions Price: $35.00		Order Options:       Qty:
180 pages 6" x 9" Softcover ISBN-13: 978-0-8389-0760-3 Year Published: 1999 Patrons! We love them. We need them. We want them in our libraries! If only we knew what to expect of every patron who comes through the library door. However, patrons are anything but predictable. They come to the library in all shapes and sizes and in all moods. Working at the front desk or any other area of the library can be exhausting and downright frightening at times. Like us, patrons have their good days and bad days. Without communication skills and clear behavior policies, each new encounter in the library can seem fraught with conflict and even threatening. Dealing with Difficult People in the Library offers practical strategies for managing problems posed by patrons and other 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 communication skills and the ability to recognize which ones are needed to handle a wide variety of situations with patrons. By using simple communication and listening skills, you can be in control of the situation and the outcome. Dealing with Difficult People provides the keys to: controlling the situation through communication and listening techniques; developing and enforcing patron behavior policies; ensuring that library management support staff; and identifying security problems. The book includes sample policies and proven communication tips for a variety of different situations. Using the communication techniques and skills in Dealing with Difficult People, you can have a pleasant day in the library—every day. Preface Section I Problem Patrons? No Problem 1 What's the Problem Here 2 Gaining Control 3 Controlling the Situation 4 Turning Complainers into Happy Customers 5 Real Problem Cases 6 Dealing With the Mentally Ill 7 Anger in the Library 8 What do You Do about Suspected Child Abuse 9 Taming the Internet 10 Talkative People 11 The Homeless in the Library 12 Hey Lady! You Forgot Your Kids! 13 Censorship Problems Section II Talking about Communication 14 A Brief History of Communication 15 Listening Takes More than Ears 16 Your Communication Toolbox 17 How You Say It Matters Section III Preventing Problems 18 An Ounce of Prevention 19 Good Policies Make Good Patrons 20 Policy Training 21 Helping the Security Force Help You 22 All This Talk about Stress Is Stressing Me Out! 23 Memo to the Boss 24 Wrapping Up Appendixes 1 An Overview of Mental Illness 2 Sample Internet Policies 3 Sample Children's Policies 4 Customer Service Language 5 Sample Patrons Rules 6 Sample from the Ontario (Calif.) Public Library Procedure Manual Bibliography Index About the Author Mark Willis is the community relations manager for the Dayton (Ohio) and Montgomery County Public Library and has been in that position for twelve years. Previously, he was the executive director of the Greene County Easter Seal Society and chief planner for the Montgomery County Manpower Program. He has a degreee in communications from Wright State University. In addition to working at the library, Mark is an active volunteer in the community. His activities include political campaigns, suicide prevention, literacy, and 1850s baseball. Reviews “Staff and administration both will find this excellent book very useful. Highly recommended for all public libraries.” —Library Journal “This book is an excellent resource to prepare staff for difficult situations... filled with practical, down-to-earth recommendations.” —Library Mosaics “It does exactly what it says on the label—gives advice on dealing with difficult library users.” —The Electronic Library