Dealing with problem patrons in libraries : The way of defusing "Anger" using communication skills(<Special feature>Mental health for librarians)

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  • 図書館における問題利用者 : コミュニケーション・スキルを用いた「怒り」への対処法(<特集>図書館員のメンタルヘルス)
  • 図書館における問題利用者--コミュニケーション・スキルを用いた「怒り」への対処法
  • トショカン ニ オケル モンダイ リヨウシャ コミュニケーション スキル オ モチイタ イカリ エ ノ タイショホウ

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Abstract

The purpose of this article is to show the way of dealing with Problem Patrons in libraries. Firstly, definition Problem Patrons and Problem Behaviors are reviewed. It would point out the difficulties to judge if the patron's behavior will be a problem because the definition of Problem Patrons are scoped wild. Secondary, the result of the investigation of actual conditions of the Problem Patrons in Japan are reviewed, and it would show the cause of their damage that are very serious, and lots of librarians are holding mental stress. Finally, it will focus to the "Angry Patrons" that most likely to be encounter with, and will introduce examines of countermeasure, such as a communication skills like the listening method and the way to response to conflict: avoidance, dominance, as a problem solution.

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