More to explore:
Crash course in dealing with difficult library customers / Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle. Santa Barbara, California : Libraries Unlimited, 2014. Are you prepared to deal with thieves, inebriated patrons, mentally ill individuals, or problem parents? Libraries are public places—open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations.
The book identifies the basic types of problem-causing individuals, thoroughly overviews effective strategies for offsetting their actions, and explains how to successfully manage the stressful, emotionally charged situations that can arise.