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LEADER 00000cam  2200000 i 4500 
001    ocn6ocm83592440 
003    OCoLC 
005    20120213124403.0 
008    101123t20112011nyu      b    001 0 eng   
010    2010046694 
019    681872659 
020    9781555707316 (alkaline paper) 
020    1555707319 (alkaline paper) 
035    (OCoLC)683592440|z(OCoLC)681872659 
040    DLC|erda|cDLC|dYDX|dCDX|dVVC|dBWX|dYDXCP|dMUQ|dUKMGB|dEEK
       |dS66|dVP@|dKZK|dCOO|dTTN 
042    pcc 
043    n-us--- 
049    TTNM 
050 00 Z711|b.R79 2011 
100 1  Rubin, Rhea Joyce. 
245 10 Defusing the angry patron :|ba how-to-do-it manual for 
       librarians /|cRhea Joyce Rubin. 
250    Second edition. 
260    New York :|bNeal-Schuman Publishers Inc.,|c[2011], 2011. 
300    xv, 125 pages ;|c28 cm. 
336    text|2rdacontent 
337    unmediated|2rdamedia 
338    volume|2rdacarrier 
490 1  How-to-do-it manuals ;|vnumber 177 
504    Includes bibliographical references (pages 113-117) and 
       index. 
505 0  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. 
520    Does dealing with angry customers eat up staff time, 
       increase stress at public service desks, and undermine 
       morale? This work introduces the many causes and faces of 
       anger as well as practical techniques for dealing with 
       angry patrons. It covers handling frustration and 
       confrontative behavior. 
650  0 Public services (Libraries)|zUnited States. 
650  0 Customer services|zUnited States. 
650  0 Library users|zUnited States. 
650  0 Interpersonal communication. 
650  0 Conflict management. 
650  0 Anger. 
830  0 How-to-do-it manuals for libraries ;|vno. 177. 
LOCATION CALL # NOTE STATUS
 Main Collection  Z711 .R79 2011    AVAILABLE