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Author Rubin, Rhea Joyce.
Title Defusing the angry patron : a how-to-do-it manual for librarians / Rhea Joyce Rubin.
Imprint New York : Neal-Schuman Publishers Inc., [2011], 2011.
Edition Second edition.
Book Jacket
 Main Collection  Z711 .R79 2011    AVAILABLE


Call # Z711 .R79 2011
Phys. Description xv, 125 pages ; 28 cm.
text rdacontent
unmediated rdamedia
volume rdacarrier
Series How-to-do-it manuals ; number 177
How-to-do-it manuals for libraries ; no. 177.
Bibliog. Includes bibliographical references (pages 113-117) and index.
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.
Summary 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.
Subject Public services (Libraries) -- United States.
Customer services -- United States.
Library users -- United States.
Interpersonal communication.
Conflict management.
ISBN 9781555707316 (alkaline paper)
1555707319 (alkaline paper)