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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).

Verfasser/in: Rhea Joyce Rubin
Ausgabe/Format Artikel Artikel : English
Quelle:Reference Librarian, n31 p39-51 1990
Datenbank:ERIC Die ERIC-Datenbank ist eine Initiative des U.S. Departements of Education
Zusammenfassung:
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

Dokumenttyp Artikel
Alle Autoren: Rhea Joyce Rubin
ISSN:0276-3877
Sprachhinweis: English
Identifikator: 425088241
Anmerkungen: The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.
Auszeichnungen:

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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