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Preface | ||
1 | Problem, Problem, Who's Got the Problem? | 1 |
2 | Understanding Difficult Behavior | 15 |
3 | Communicating With the Difficult Customer | 29 |
4 | Understanding and Dealing With Anger | 41 |
5 | Dealing With Angry, Aggressive Behavior | 57 |
6 | Dealing With Passive-Aggressive Behavior | 69 |
7 | Dealing With Complainers | 81 |
8 | Dealing With Unresponsive People | 95 |
9 | Dealing With Yes-People and No-People | 105 |
10 | Know-It-Alls | 117 |
11 | The Non-Traditional Client | 127 |
12 | Preparing Staff to Deal With Difficult Customers | 139 |
Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz | 147 | |
Appendix B Recommended Readings on Selected Non-Traditional Library User Groups | 151 | |
Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993) | 155 | |
Bibliography and Training Resource List | 159 | |
Index | 165 |
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