Mosley, Shelley E., Dennis C. Tucker, and Sandra Van Winkle. Crash Course in Dealing with Difficult Library Customers. Libraries Unlimited, 2014. ISBN: 978-1-61069-283-0
Description
The book identifies the basic types of problem-causing individuals, overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise. It addresses common situations that can happen in public service at any type of library. The authors offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"—before they arise. Administrators who need to develop policies to protect their staff and their users will also find this unique work essential reading.
Topics include:
Dealing with Angry Patrons
Dealing with Dangerous Library Patrons
Dealing with Drugged or Inebriated Individuals
Dealing with Problem Parents
Dealing with Sexual Perverts
Dealing with the Censor
Dealing with the Extremist
Dealing with the Mentally Ill
Dealing with the V.I.P.
Dealing with Thieves
