New book: Dealing with Difficult People in the Library, Second Edition

Dealing with Difficult People in the Library, Second Edition by Mark R. Willis will be available in 2012. Libraries are busier than ever before, and unfortunately that makes it more likely that library staff will find themselves in uncomfortable and even risky situations. Communication skills are at the heart of resolving difficult situations and ensuring that simple encounters don't escalate into real problems. This revised edition of Willis' invaluable guidebook helps library staff

* Control difficult situations through communication and listening techniques
* Formulate guidelines for handling patron cell phone abuse, inappropriate internet usage, and develop and enforce patron behavior policies
* Balance their various roles - librarian, service worker, behavior control manager - with special attention paid to handling mentally ill patrons and the homeless
* Identify potential security problems
* Understand the legal implications of banning patrons