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Comment: Dispatched from the US -- Expect delivery in 2-3 weeks. Former Library books. Shows some signs of wear, and may have some markings on the inside. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase benefits world literacy!
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Dealing with Difficult People in the Library Paperback – 30 Jun 1999

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"It does exactly what it says on the label--gives advice on dealing with difficult library users."

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Most Helpful Customer Reviews on (beta) 2 reviews
7 of 7 people found the following review helpful
Dealing With Difficult People in the Library 27 May 2000
By Amazon Customer - Published on
Format: Paperback
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.
1 of 1 people found the following review helpful
A Must Have For Every Librarian's Bookshelf 3 July 2013
By JediPooh - Published on
Format: Paperback Verified Purchase
How do you handle the smelly patron? What about the person lurking in the kid's department without kids? Oh, and then there's the mom that assumes librarians are babysitters and drops them off everyday in summer! In this little book, Willis explores all sorts if difficult situation with people in the library, and he provides suggestions on how to successfully handle each encounter.
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