Defusing the angry patron : a how-to-do-it manual for librarians
by
Rubin, Rhea Joyce, 1950-
Title
:
Defusing the angry patron : a how-to-do-it manual for librarians
How-to-do-it manuals ;
How-to-do-it manuals for libraries ;
Author
:
Rubin, Rhea Joyce, 1950-
ISBN
:
9781555707316
Personal Author
:
Rubin, Rhea Joyce, 1950-
Edition
:
Second edition.
Publication Information
:
New York : Neal-Schuman Publishers Inc., [2011], ©2011.
Physical Description
:
xv, 125 pages ; 28 cm.
Series
:
How-to-do-it manuals ; number 177
How-to-do-it manuals for libraries ; no. 177.
Contents
:
A primer on anger -- Preventive measures -- How to do it : 25 basic strategies for defusing anger -- Effective listening skills -- Beyond the basics : difficult situations -- The digital landscape -- Coping with your own anger -- Help is at hand.
Subject Term
:
Public services (Libraries) -- United States
Customer services - United States
Library users -- United States
Interpersonal communication.
Conflict management.
Anger.