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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…mehr
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.
Shelley E. Mosley is an author and retired library manager.
Dennis C. Tucker, PhD, is reference/adult programming librarian for the Margaret K. Troke Branch of the Stockton-San Joaquin County Public Library, Stockton, CA.
Sandra Van Winkle is a technical writer and an experienced grant writer. She is a contributor to What Do I Read Next?
Inhaltsangabe
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 Angry Patrons: Caustic Complainers Bottlenecks: Indecisive/Forgetful Patrons Brats: The Running-to-the-Other-Parent Patrons Chronically Overdue People: Only Imagining Real Time Clingers: Stuck to You Like Glue Deceivers: Lying as a Way of Life Entitled: Just Because We Are Monopolizers: It's Always Our Turn Extremists: People Who Take Everything to the Outer Limits Harmless Eccentrics: Local Color Smelly People: The Hygiene Deficient and Other Stinky Patrons Know-It-Alls: People Who Don't Need a Reference Librarian Loud Customers: People Who Need a Volume Control Knob Shy, Quiet Mumblers: What Was That Again? Political Campaigners: Perpetual Petitioners Religious Proselytizers: The Library Is Their Mission Field Slobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy People Smokers: The Original Polluters Squeaky Wheels and Other Nitpickers: Your Running Commentators Texters: The Medium Is the Message Time-Challenged Patrons: "I Still Have a Minute before You Close" PART III It's All about Me Arguers and Bullies: The Aggressive Customers Censors: The Library's Self-Appointed Watchdogs "I-Know-Someone-Important" Customers: The Name-Droppers VIPs: Flaunting Their Self-Importance "I-Pay-Your-Salary" Customers: The Less Than Benevolent Benefactors Impatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" Customers Rebels: Pride in Noncompliance PART IV Mommie Dearest and Other Perilous Parents Oblivious Parents: "What, Me Worry?" Kid Dumpers: Using the Library as Their Free Babysitting Service Permissive Parents: Begetting Brats is Serious Business Abusive Parents: Putting Their Children in a World of Hurt PART V Patrons Who Need Social Services Unemployed Customers: Your Job Can Help Them Get Theirs Homeless Customers: Living in the Shadows of Society Mentally Ill Customers: Society's Most Misunderstood Paranoid Patrons: Someone's Out to Get Me! PART VI "Just the Facts, Ma'am": When Patrons Break the Law Doodlers and Other Book Defacers: Your Book is My Canvas Vandals: This Is Why We Can't Have Nice Things Hackers and Other Computer Tamperers: Take My Data. Please Thieves: People Who Weed Your Collection for You PART VII Dangerous Patrons Racists, Homophobes, and Other Bigots: Fueled by Hatred Gangs and Graffiti: Signs of Trouble Substance Abusers: Your Addiction Affects Us All Sexual Deviates: Flashers, Molesters, Lechers, and Other Perverts Stalkers: The Quiet Menaces Arsonists and Other Pyromaniacs: For the Love of Fire Criminally Dangerous Patrons: What You Don't Know Can Hurt You PART VIII Appendices A. Incident Report Form B. Involving the Authorities C. Computer Usage by Patrons D. Behavior Policies/Rules of Conduct E. Civil Disorder and Demonstrations/Terrorism F. Referrals to Outside Agencies G. Materials Challenge Form H. Materials Complaint Policies and Forms I. Laws Regarding Library Vandalism J. Laws Regarding Library Theft K. Body Fluids/Hazmat L. Fire Safety Procedures M. Bomb Threats N. Problem Patron Policy Suggested Resources Index
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 Angry Patrons: Caustic Complainers Bottlenecks: Indecisive/Forgetful Patrons Brats: The Running-to-the-Other-Parent Patrons Chronically Overdue People: Only Imagining Real Time Clingers: Stuck to You Like Glue Deceivers: Lying as a Way of Life Entitled: Just Because We Are Monopolizers: It's Always Our Turn Extremists: People Who Take Everything to the Outer Limits Harmless Eccentrics: Local Color Smelly People: The Hygiene Deficient and Other Stinky Patrons Know-It-Alls: People Who Don't Need a Reference Librarian Loud Customers: People Who Need a Volume Control Knob Shy, Quiet Mumblers: What Was That Again? Political Campaigners: Perpetual Petitioners Religious Proselytizers: The Library Is Their Mission Field Slobs: Messy Eaters, Chewing Gum Archivists, and Other Untidy People Smokers: The Original Polluters Squeaky Wheels and Other Nitpickers: Your Running Commentators Texters: The Medium Is the Message Time-Challenged Patrons: "I Still Have a Minute before You Close" PART III It's All about Me Arguers and Bullies: The Aggressive Customers Censors: The Library's Self-Appointed Watchdogs "I-Know-Someone-Important" Customers: The Name-Droppers VIPs: Flaunting Their Self-Importance "I-Pay-Your-Salary" Customers: The Less Than Benevolent Benefactors Impatient, Type A Patrons: The Instant Gratification/"I-Don't-Have-Time-for-This" Customers Rebels: Pride in Noncompliance PART IV Mommie Dearest and Other Perilous Parents Oblivious Parents: "What, Me Worry?" Kid Dumpers: Using the Library as Their Free Babysitting Service Permissive Parents: Begetting Brats is Serious Business Abusive Parents: Putting Their Children in a World of Hurt PART V Patrons Who Need Social Services Unemployed Customers: Your Job Can Help Them Get Theirs Homeless Customers: Living in the Shadows of Society Mentally Ill Customers: Society's Most Misunderstood Paranoid Patrons: Someone's Out to Get Me! PART VI "Just the Facts, Ma'am": When Patrons Break the Law Doodlers and Other Book Defacers: Your Book is My Canvas Vandals: This Is Why We Can't Have Nice Things Hackers and Other Computer Tamperers: Take My Data. Please Thieves: People Who Weed Your Collection for You PART VII Dangerous Patrons Racists, Homophobes, and Other Bigots: Fueled by Hatred Gangs and Graffiti: Signs of Trouble Substance Abusers: Your Addiction Affects Us All Sexual Deviates: Flashers, Molesters, Lechers, and Other Perverts Stalkers: The Quiet Menaces Arsonists and Other Pyromaniacs: For the Love of Fire Criminally Dangerous Patrons: What You Don't Know Can Hurt You PART VIII Appendices A. Incident Report Form B. Involving the Authorities C. Computer Usage by Patrons D. Behavior Policies/Rules of Conduct E. Civil Disorder and Demonstrations/Terrorism F. Referrals to Outside Agencies G. Materials Challenge Form H. Materials Complaint Policies and Forms I. Laws Regarding Library Vandalism J. Laws Regarding Library Theft K. Body Fluids/Hazmat L. Fire Safety Procedures M. Bomb Threats N. Problem Patron Policy Suggested Resources Index
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