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:
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.