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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).

Autor: Rhea Joyce Rubin
Edição/Formato Artigo Artigo : English
Fonte:Reference Librarian, n31 p39-51 1990
Resumo:
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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Detalhes

Tipo de Documento Artigo
Todos os Autores / Contribuintes: Rhea Joyce Rubin
ISSN:0276-3877
Nota do Idioma: English
Idenficador Único: 425088241
Notas: The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.
Prêmios:

Resumo:

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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