Defusing the angry patron : a how-to-do-it manual for librarians
by
Rubin, Rhea Joyce.
Title
:
Defusing the angry patron : a how-to-do-it manual for librarians
Author
:
Rubin, Rhea Joyce.
ISBN
:
9781555707316
Personal Author
:
Rubin, Rhea Joyce.
Edition
:
Second edition.
Publication Information
:
New York : Neal-Schuman Publishers Inc., [2011], ©2011.
Physical Description
:
xv, 125 pages ; 28 cm.
Series
:
How-to-do-it manuals ; number 177
How-to-do-it manuals for libraries; no. 177.
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.
Subject Term
:
Public services (Libraries) -- United States.
Customer services -- United States.
Library users -- United States.
Interpersonal communication.
Conflict management.
Anger.
| Library | Material Type | Item Barcode | Shelf Number | Copy |
|---|
| IIEMSA | General Books | 33168025566825 | 025.5 R896D 2011 | 1 |