| Description |
x, 166 pages : illustrations ; 28 cm. |
| Series |
How-to-do-it manuals for libraries ; no. 39 |
|
How-to-do-it manuals for libraries ; no. 39.
|
| Bibliography |
Includes bibliographical references (pages 159-163) and index. |
| Contents |
1. Problem, Problem, Who's Got the Problem? -- 2. Understanding Difficult Behavior -- 3. Communicating With the Difficult Customer -- 4. Understanding and Dealing With Anger -- 5. Dealing With Angry, Aggressive Behavior -- 6. Dealing With Passive-Aggressive Behavior -- 7. Dealing With Complainers -- 8. Dealing With Unresponsive People -- 9. Dealing With Yes-People and No-People -- 10. Know-It-Alls -- 11. The Non-Traditional Client -- 12. Preparing Staff to Deal With Difficult Customers -- Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz -- Appendix B Recommended Readings on Selected Non-Traditional Library User Groups -- Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993). |
| Local Note |
Feb. '98, 45.00 |
|
Feb. '98, 45.00 |
| Subject |
Public services (Libraries) -- United States.
|
|
Customer relations.
|
|
Interpersonal communication -- United States.
|
|
Librarians.
|
|
Interpersonal Relations.
|
|
Consumer Behavior.
|
|
Library Services.
|
|
Negotiating.
|
| Indexed Term |
Libraries Customer services |
| ISBN |
1555701612 |
|
9781555701611 |
|
