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Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).
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Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).

Author: Rhea Joyce Rubin
Edition/Format: Article Article : English
Publication:Reference Librarian, n31 p39-51 1990
Database:ERIC The ERIC database is an initiative of the U.S. Department of Education.
Summary:
Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also suggested. (29 references) (EAM)
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Details

Document Type: Article
All Authors / Contributors: Rhea Joyce Rubin
ISSN:0276-3877
Language Note: English
Unique Identifier: 425088241
Notes: The Haworth Press, Inc., 10 Alice St., Binghamton,
Awards:

Abstract:

Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also suggested. (29 references) (EAM)

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Linked Data


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