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020 z| 9781610692830;

020 z| 1610692837;

020 a| 9781610692847 (electronic bk.);

020 a| 1610692845 (electronic bk.);

020 z| 9781610692830 (paperback);

020 z| 1610692837 (paperback);

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100 1 a| Mosley, Shelley,d| 1950-e| author.=| ^A1275294;

245 10 a| Crash course in dealing with difficult library customers /c| Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.;

264 1 a| Santa Barbara, California :b| Libraries Unlimited, an imprint of ABC-CLIO, LLC,c| [2014];

300 a| 1 online resource (xii, 173 pages).;

336 a| textb| txt2| rdacontent;

337 a| computerb| c2| rdamedia;

338 a| online resourceb| cr2| rdacarrier;

490 1 a| Libraries Unlimited Crash Course Series;

504 a| Includes bibliographical references (pages 163-166) and index.;

588 0 a| Online resource; title from e-book title screen (EBL platform, viewed March 19, 2015).;

505 0 a| Some general guidelines in dealing with problem customers -- Patrons with disruptive behaviors: moaners, groaners, and other cranky people -- It's all about me -- Mommie dearest and other perilous parents -- Patrons who need social services -- "Just the facts ma'am": when patrons break the law -- Dangerous patrons -- Appendices.;

520 a| "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."--Provided by publisher.;

650 0 a| Public services (Libraries)z| United States.=| ^A1013791;

650 0 a| Library usersz| United States.=| ^A525757;

650 0 a| Librariesx| Public relationsz| United States.=| ^A48527;

650 0 a| Librariesx| Security measuresz| United States.=| ^A83835;

650 0 a| Conflict management.=| ^A13642;

650 7 a| LANGUAGE ARTS & DISCIPLINES / Library & Information Science / General.2| bisacsh;

650 7 a| LANGUAGE ARTS & DISCIPLINES / Library & Information Science / Administration & Management.2| bisacsh;

650 7 a| Conflict management.2| fast0| (OCoLC)fst00874778;

650 7 a| Librariesx| Public relations.2| fast0| (OCoLC)fst00997423;

650 7 a| Librariesx| Security measures.2| fast0| (OCoLC)fst00997437;

650 7 a| Library users.2| fast0| (OCoLC)fst00998021;

650 7 a| Public services (Libraries)2| fast0| (OCoLC)fst01083042;

651 7 a| United States.2| fast0| (OCoLC)fst01204155?| UNAUTHORIZED;

655 4 a| Electronic books.;

700 1 a| Tucker, Dennis C.,e| author.=| ^A230225;

700 1 a| Van Winkle, Sandra,e| author.=| ^A1275306;

830 0 a| Crash course series (Westport, Conn.)=| ^A792668;

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Crash course in dealing with difficult library customers / Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.

Author/creator	Mosley, Shelley, 1950- author.
Other author	Tucker, Dennis C., author.
Other author	Van Winkle, Sandra, author.
Format	Electronic
Publication	Santa Barbara, California : Libraries Unlimited, an imprint of ABC-CLIO, LLC, [2014]
Description	1 online resource (xii, 173 pages).
Supplemental Content	EBSCOhost
Subjects	Public services (Libraries)--United States. Library users--United States. Libraries--Public relations. --United States. Libraries--Security measures. --United States. Conflict management.

Series	Libraries Unlimited Crash Course Series Crash course series (Westport, Conn.) ^A792668
Contents	Some general guidelines in dealing with problem customers -- Patrons with disruptive behaviors: moaners, groaners, and other cranky people -- It's all about me -- Mommie dearest and other perilous parents -- Patrons who need social services -- "Just the facts ma'am": when patrons break the law -- Dangerous patrons -- Appendices.
Abstract	"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."--Provided by publisher.
Bibliography note	Includes bibliographical references (pages 163-166) and index.
Source of description	Online resource; title from e-book title screen (EBL platform, viewed March 19, 2015).
Issued in other form	Print version: Mosley, Shelley, 1950- Crash course in dealing with difficult library customers 9781610692830
Genre/form	Electronic books.
ISBN	9781610692847 (electronic bk.)
ISBN	1610692845 (electronic bk.)

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Crash course in dealing with difficult library customers / Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle.

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