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Book Cover
E-book
Author Brockerhoff, Christiane

Title Erfolgreiche Kommunikation mit Kunden in der Bibliothek / Christiane Brockerhoff
Published Berlin ; Boston : De Gruyter Saur, [2012]

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Description 1 online resource
Series Praxiswissen, 2193-0198
Praxiswissen (Berlin, Germany)
Contents Frontmatter -- Inhalt -- 1 Einleitung – Welchen Nutzen haben Sie von diesem Buch? -- 2 Der erste Eindruck – Das Anmeldegespräch -- 3 Professionellberaten – Das Auskunftsgespräch -- 4 Schulungen und Führungen entwickeln -- 5 Schwierige Situationen mit Kunden bewältigen -- 6 Beschwerdemanagement in Bibliotheken -- 7 Kundenorientierung in der Bibliothek -- 8 Sicher und gewandt auftreten -- Literatur und Internet-Links -- Sachregister -- Über die Autorin
Summary 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
Bibliography Includes bibliographical references and index
Notes Print version record
Subject Public services (Libraries)
LANGUAGE ARTS & DISCIPLINES -- Library & Information Science -- General.
Public services (Libraries)
Form Electronic book
ISBN 9783110269550
3110269554
1283628031
9781283628037