Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals (Book, 2011) [WorldCat.org]
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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, ©2011.
Series: How-to-do-it manuals for libraries.
Edition/Format:   Print book : English : 2011, 2nd editionView 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  Read more...

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Details

Document Type: Book
All Authors / Contributors: Rhea Joyce Rubin
ISBN: 9781555707316 1555707319 1555703720 9781555703721
OCLC Number: 948740728
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.
Other Titles: Angry patron: a how-to-do-it manual for librarians and paraprofessionals
Responsibility: Rhea Joyce Rubin.

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