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.

Autorentext

Christiane Brockerhoff, Coach und Kommunikationstrainerin, Duisburg