Product Details

• Amazon Sales Rank: #796794 in Books
• Published on: 1999-06
• Original language: English
• Number of items: 1
• Binding: Paperback
• 195 pages

From Library Journal
From the mentally ill to the homeless, from the talkative to the angry, problem patrons go with the territory when working in public libraries. Willis, community relations manager in the Dayton and Montgomery County Public Library, offers concrete solutions to handling the myriad number of problems connected with difficult people. The first and most important issue in dealing with a problem patron is to gain control, and the author gives helpful ideas on just how to do that. He also outlines steps to control a situation once the librarian is confronting a patron. Willis offers sample problem cases and discusses how to resolve them. In addition, he has chapters on dealing with children, covering child abuse and the library's role as a baby-sitter. Problems of the Internet in libraries and censorship are also highlighted. How can libraries be prepared for dealing with these problems? Policies! The sample policies provided will help libraries write their own. Not since Anne Turner's It Comes with the Territory: Handling Problem Situations in Libraries (Professional Reading, LJ 7/93) has such an effective guide been published on this subject. Staff and administration both will find this excellent book very useful. Highly recommended for all public libraries.AMarie Bruni, Huntington Memorial Lib., Oneonta, NY
Copyright 1999 Reed Business Information, Inc.

Customer Reviews

Dealing With Difficult People in the Library
Willis's book provides the library employee the means to improve customer relations. The book is broken down into three parts. Part one deals with several situations and solutions applicable to any library. Part two emphasizes improving communication; from effective listening skills to using empathy and "I" statements when assisting a problem patron. The third section deals with prevention. The author stresses how developing policies, training staff, and assessing individual cases for future awareness can benefit the library. Overall, this is a well-written resource that anyone from middle to upper management can read, digest and apply to their own library setting. The material is written in a clear and concise manner with practical situations and solutions. A final section at the end of the book includes sample policies and customer service language to assist libraries in creating a more friendly and helpful environment for the staff and patrons.