Defusing the angry patron: a how-to-do-it manual for librarians
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York
Neal-Schuman Publ.
2011
|
| Ausgabe: | 2. ed. |
| Schriftenreihe: | How-to-do-it manuals for librarians
177 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references (pages 113-117) and index |
| Beschreibung: | XV, 125 S. |
| ISBN: | 9781555707316 1555707319 |
Internformat
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| 650 | 4 | |a Library users |z United States | |
| 650 | 4 | |a Interpersonal communication | |
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Datensatz im Suchindex
| _version_ | 1804149287948386304 |
|---|---|
| adam_text | Titel: Defusing the angry patron
Autor: Rubin, Rhea Joyce
Jahr: 2011
Contents
List of Figures vii
Preface ix
Acknowledgments xv
Chapter 1. A Primer on Anger 1
What Is Anger? 1
Anger s Siblings 6
Quick Review 8
Chapter 2. Preventive Measures 9
Welcoming Behaviors 10
Positive Approach and Language 11
Nonverbal Language 13
Policies and Procedures 16
Signage 17
StaffAttitudes 17
Staff Training 20
Patron Expectations 20
Patron Feedback 23
Quick Review 26
Chapter 3. How to Do It: 25 Basic Strategies for Defusing Anger 27
Strategy 1: Set the Tone for the Exchange 28
Strategy 2: Breathe and Count 29
Strategy 3: Don t Take It Personally 30
Strategy 4: Assume Good Intentions 30
Strategy 5 : Treat the Patron with Respect 31
Strategy 6: Listen 32
ill
illúMMMiMWdftViTíWAiftl
Strategy 7: Acknowledge and Validate 33
Strategy 8: Focus on the Problem 34
Strategy 9: Concede a Minor Point 35
Strategy 10: Avoid Red-Flag Words 35
Strategy 11 : Don t Argue 37
Strategy 12: Disagree Diplomatically 39
Strategy 13: Don t Justify or Defend 42
Strategy 14: Don t Use One-Upmanship 42
Strategy 15: Interrupt Tactfully 43
Strategy 16: Apologize 43
Strategy 17: Use Bridge Statements 45
Strategy 18: StartwithNeeds 46
Strategy 19: Use the Salami Tactic 47
Strategy 20: Get a Verbal Confirmation 47
Strategy 21 : Take Your Time 48
Strategy 22: Be Assertive 48
Strategy 23: Don t Make Idle Promises 51
Strategy 24: Stay Safe 51
Strategy 25: Involve Colleagues 53
Quick Review 56
Chapter 4. Effective Listening Skills 57
What Is Effective Listening? 57
Barriers to Listening 59
Active Listening 60
Quick Review 64
Chapter 5. Beyond the Basics: Difficult Situations 65
Complaints 65
Accusations 69
Unacceptable Behavior 72
Mentally 111 Patrons or Patrons under the Influence
of Drugs or Alcohol 76
Telephone and Virtual Encounters 78
Quick Review 82
Chapter 6. The Digital Landscape 83
Virtual Reference Service 83
Websites and Social Media 85
Quick Review 87
IV
Chapter 7. Coping with Your Own Anger 89
During the Encounter 89
Immediately Afterward 91
Later 93
Ongoing 93
The Bottom Line 95
Quick Review 96
Chapter 8. Help Is at Hand 97
Policies and Procedures 97
Stress Point Identification 103
Rebuttal Files 104
Quick Reference Guides 104
Incident Reports 105
Security and Other Staff 107
Quick Review 111
Bibliography 113
Index 119
About the Author 125
|
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| discipline | Allgemeines |
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| isbn | 9781555707316 1555707319 |
| language | English |
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| spelling | Rubin, Rhea Joyce Verfasser aut Defusing the angry patron a how-to-do-it manual for librarians Rhea Joyce Rubin 2. ed. New York Neal-Schuman Publ. 2011 XV, 125 S. txt rdacontent n rdamedia nc rdacarrier How-to-do-it manuals for librarians 177 Includes bibliographical references (pages 113-117) and index Public services (Libraries) United States Customer services United States Library users United States Interpersonal communication Conflict management Anger Benutzer (DE-588)4138534-2 gnd rswk-swf Bibliothek (DE-588)4006439-6 gnd rswk-swf Konfliktregelung (DE-588)4164958-8 gnd rswk-swf USA Bibliothek (DE-588)4006439-6 s Benutzer (DE-588)4138534-2 s Konfliktregelung (DE-588)4164958-8 s DE-604 How-to-do-it manuals for librarians 177 (DE-604)BV011320366 177 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025134998&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Rubin, Rhea Joyce Defusing the angry patron a how-to-do-it manual for librarians How-to-do-it manuals for librarians Public services (Libraries) United States Customer services United States Library users United States Interpersonal communication Conflict management Anger Benutzer (DE-588)4138534-2 gnd Bibliothek (DE-588)4006439-6 gnd Konfliktregelung (DE-588)4164958-8 gnd |
| subject_GND | (DE-588)4138534-2 (DE-588)4006439-6 (DE-588)4164958-8 |
| title | Defusing the angry patron a how-to-do-it manual for librarians |
| title_auth | Defusing the angry patron a how-to-do-it manual for librarians |
| title_exact_search | Defusing the angry patron a how-to-do-it manual for librarians |
| title_full | Defusing the angry patron a how-to-do-it manual for librarians Rhea Joyce Rubin |
| title_fullStr | Defusing the angry patron a how-to-do-it manual for librarians Rhea Joyce Rubin |
| title_full_unstemmed | Defusing the angry patron a how-to-do-it manual for librarians Rhea Joyce Rubin |
| title_short | Defusing the angry patron |
| title_sort | defusing the angry patron a how to do it manual for librarians |
| title_sub | a how-to-do-it manual for librarians |
| topic | Public services (Libraries) United States Customer services United States Library users United States Interpersonal communication Conflict management Anger Benutzer (DE-588)4138534-2 gnd Bibliothek (DE-588)4006439-6 gnd Konfliktregelung (DE-588)4164958-8 gnd |
| topic_facet | Public services (Libraries) United States Customer services United States Library users United States Interpersonal communication Conflict management Anger Benutzer Bibliothek Konfliktregelung USA |
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