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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).

Auteur : Rhea Joyce Rubin
Édition/format: Article Article : English
Source:Reference Librarian, n31 p39-51 1990
Résumé:
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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Détails

Type de document: Article
Tous les auteurs / collaborateurs: Rhea Joyce Rubin
ISSN:0276-3877
Note sur la langue: English
Identificateur Unique : 425088241
Notes: The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.
Récompenses:

Résumé:

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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