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Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals

Author: Rhea Joyce Rubin
Publisher: New York : Neal-Schuman Publishers, ©2000.
Series: How-to-do-it manuals for libraries.
Edition/Format:   Print book : EnglishView all editions and formats
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 behaviour.
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Additional Physical Format: Online version:
Rubin, Rhea Joyce.
Defusing the angry patron.
New York : Neal-Schuman Publishers, ©2000
(OCoLC)606431137
Document Type: Book
All Authors / Contributors: Rhea Joyce Rubin
ISBN: 1555703720 9781555703721
OCLC Number: 42462965
Description: xi, 99 pages ; 28 cm.
Contents: A primer on anger --
Preventive measures --
How to do it : twenty basic strategies for defusing anger --
Listening skills --
Beyond the basics : difficult situations --
Coping with your own anger --
Help is at hand.
Series Title: How-to-do-it manuals for libraries.
Responsibility: Rhea Joyce Rubin.

Abstract:

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  Read more...

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