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

Author: Rhea Joyce Rubin
Publisher: New York : Neal-Schuman Publishers Inc., [2011]
Series: How-to-do-it manuals for libraries, no. 177.
Edition/Format:   Book : English : Second editionView all editions and formats
Database:WorldCat
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 behavior.
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Document Type: Book
All Authors / Contributors: Rhea Joyce Rubin
ISBN: 9781555707316 1555707319
OCLC Number: 683592440
Description: xv, 125 pages ; 28 cm.
Contents: A primer on anger --
Preventive measures --
How to do it : 25 basic strategies for defusing anger --
Effective listening skills --
Beyond the basics : difficult situations --
The digital landscape --
Coping with your own anger --
Help is at hand.
Series Title: How-to-do-it manuals for libraries, no. 177.
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 techniques for dealing with angry patrons. It covers handling frustration and confrontative behavior.

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