Dennis C. Tucker

Libraries are public places—open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations.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.

Taking a management position in a new library or being promoted to a higher position in your library means a new approach to interpersonal relations. How to make this transition can be a challenge. This book provides the information you need to learn so you can become an effective leader and to recognize and circumvent the legal pitfalls that you may find in your path. Written in reader-friendly language, two seasoned veterans share their experiences and the experiences of others in this introduction to managing people.Managing a small library requires skills in working with personnel, the library board, patrons, and the key people in the community. Understanding these requirements will help the person with no formal education to be a more effective administrator in this setting.