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Examines factors that detrimentally affect motivation of library staff and those that lead to high levels of motiavion. Provides pointers to assist library managers in assessing morale and levels of...
Demonstrates the importance of assertiveness for effective interaction with library users by comparing the effects of aggressive, submissive and assertive behaviour when dealing with awkward situations.
The 26 trigger videos portray a wide range of situations in which difficult behaviour such as bullying, whinging, harassing and being inflexible has to be dealt with. The package provides trainers with the...
Intended to promote positive staff-relations by means of seven case studies, each of which can form the basis of a discussion or short course. The individual sections cover the inconsiderate reader, a need...
Contains 21 ‘trigger’ situations where ‘staff’ respond inappropriately to perfectly reasonable enquiries. The problems portrayed are of sex main types: bad information; rudeness, rigidity with...
Eighteen trigger sequences which reflect some of the problems encountered at a library issue desk. The sequences reflect examples of behaviour toward the member of staff behind the counter and have been...
Shows the interpersonal problems involved in user reception, and ways in which those problems can be overcome. Illustrates both right and wrong ways of receiving new users to the library. The dramatised...
The work of four librarians in different environments is described, using photographs and cartoons. Methods of qualification and where to obtain further information are also covered.
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