Serving the Difficult Customer

Serving the Difficult Customer

A How-to-do-it Manual for Library Staff

Book - 1994
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Baker & Taylor
Provides advice on using active listening skills to deal with patrons and coworkers who are angry or aggressive, or who pose other kinds of problems, as well as homeless people and latchkey children

Book News
You know who she means: the complainer, the know-it-all, someone taking out a bad day on a captive librarian; but also lonely seniors, latchkey kids, and homeless people, not to mention co-workers now and again. Suggests behavioral approaches and resources available to avoid defensiveness and self-blame and turn the encounter into one of shared problem solving. Acidic paper. Annotation copyright Book News, Inc. Portland, Or.

Publisher: New York : Neal-Schuman Publishers, c1994
ISBN: 9781555701611
Branch Call Number: 025.5 Sm61s
Characteristics: x, 166 p. : ill. ; 28 cm


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