UID:
almafu_9959242398302883
Format:
1 online resource (164 p.)
Edition:
1st ed.
ISBN:
3-11-026955-4
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9786613940483
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1-283-62803-1
Series Statement:
Praxiswissen,
Content:
This book is a complete guide to the entire range of communication situations between library staff and users, including initial contact, the reference interview, training situations, conflict situations, complaints, and user orientation. Each chapter begins with a specific example that serves as the basis for the analysis of a problem situation. Extensive exercises are provided for independent study. Helpful tips, templates for drafting documents, and interview guidelines make this a uniquely practical guide to everyday library communication.
Note:
Description based upon print version of record.
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Frontmatter --
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Inhalt --
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1 Einleitung - Welchen Nutzen haben Sie von diesem Buch? --
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2 Der erste Eindruck - Das Anmeldegespräch --
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3 Professionellberaten - Das Auskunftsgespräch --
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4 Schulungen und Führungen entwickeln --
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5 Schwierige Situationen mit Kunden bewältigen --
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6 Beschwerdemanagement in Bibliotheken --
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7 Kundenorientierung in der Bibliothek --
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8 Sicher und gewandt auftreten --
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Literatur und Internet-Links --
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Sachregister --
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Über die Autorin
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Issued also in print.
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German
Additional Edition:
ISBN 3-11-026956-2
Additional Edition:
ISBN 3-11-026897-3
Language:
German
Subjects:
General works
DOI:
10.1515/9783110269550
URL:
https://doi.org/10.1515/9783110269550
URL:
https://doi.org/10.1515/9783110269550
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