| Record ID | marc_columbia/Columbia-extract-20221130-009.mrc:263343019:4965 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-009.mrc:263343019:4965?format=raw |
LEADER: 04965cam a2200685Ma 4500
001 4243815
005 20220514225449.0
006 m o d
007 cr cn|||||||||
008 001220s1999 ilu ob 001 0 eng d
010 $a 99020426
035 $a(OCoLC)ocm45843562
035 $a(NNC)4243815
040 $aN$T$beng$epn$cN$T$dOCL$dOCLCQ$dYDXCP$dOCLCQ$dTUU$dOCLCQ$dNSB$dTNF$dOCLCQ$dZCU$dOCLCO$dOCLCF$dOCLCQ$dOCLCO$dNLGGC$dOCLCQ$dMWM$dOCLCQ$dYDX$dPLS$dOCLCQ$dSAV$dOCLCQ$dQT7$dMNS$dLUE$dVTS$dAGLDB$dOCLCQ$dINT$dTOF$dOCLCQ$dWYU$dTKN$dSTF$dM8D$dINARC$dUKSSU$dLDP$dTUHNV$dOCLCO
019 $a533131161$a1154896082$a1156869113$a1243617221$a1252731079
020 $a0585325367$q(electronic bk.)
020 $a9780585325361$q(electronic bk.)
035 $a(OCoLC)45843562$z(OCoLC)533131161$z(OCoLC)1154896082$z(OCoLC)1156869113$z(OCoLC)1243617221$z(OCoLC)1252731079
043 $an-us---
050 4 $aZ711$b.W64 1999eb
072 7 $aLAN$x025000$2bisacsh
082 04 $a025.5$221
084 $a06.60$2bcl
049 $aZCUA
100 1 $aWillis, Mark R.
245 10 $aDealing with difficult people in the library /$cMark R. Willis.
260 $aChicago :$bAmerican Library Association,$c1999.
300 $a1 online resource (ix, 195 pages)
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
504 $aIncludes bibliographical references (page 187) and index.
588 0 $aPrint version record.
505 00 $tSect. 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 to 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 -- Sect. 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 -- Sect. 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 -- App. 1. An Overview of Mental Illnesses -- App. 2. Sample Internet Policies -- App. 3. Sample Children's Policies -- App. 4. Customer Service Language -- App. 5. Sample Patron Rules -- App. 6. Sample from the Ontario (Calif.) Public Library Procedure Manual.
520 1 $a"Dealing with Difficult People in the Library offers practical strategies for managing problems posed by patrons and 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 the skills and the ability needed."--Jacket.
546 $aEnglish.
650 0 $aPublic services (Libraries)$zUnited States.
650 0 $aCommunication in library science$zUnited States.
650 0 $aPublic libraries$xSecurity measures$zUnited States.
650 0 $aPublic libraries$xPublic relations$zUnited States.
650 6 $aBibliothèques$xServices aux usagers$zÉtats-Unis.
650 6 $aCommunication en bibliothéconomie$zÉtats-Unis.
650 6 $aBibliothèques publiques$zÉtats-Unis$xSécurité$xMesures.
650 6 $aBibliothèques publiques$xRelations publiques$zÉtats-Unis.
650 7 $aLANGUAGE ARTS & DISCIPLINES$xLibrary & Information Science$xGeneral.$2bisacsh
650 7 $aCommunication in library science.$2fast$0(OCoLC)fst00870167
650 7 $aPublic libraries$xPublic relations.$2fast$0(OCoLC)fst01082704
650 7 $aPublic libraries$xSecurity measures.$2fast$0(OCoLC)fst01082711
650 7 $aPublic services (Libraries)$2fast$0(OCoLC)fst01083042
651 7 $aUnited States.$2fast$0(OCoLC)fst01204155
650 17 $aBibliotheekgebruikers.$2gtt
650 17 $aAfwijkend gedrag.$2gtt
651 7 $aVerenigde Staten.$2gtt
650 7 $aSocial Sciences.$2hilcc
650 7 $aLibrary & Information Science.$2hilcc
655 0 $aElectronic books.
655 4 $aElectronic books.
776 08 $iPrint version:$aWillis, Mark R.$tDealing with difficult people in the library.$dChicago : American Library Association, 1999$z0838907601$w(DLC) 99020426$w(OCoLC)40954054
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio4243815$zAll EBSCO eBooks
852 8 $blweb$hEBOOKS