Catalog
Bookmarks
0
Course Reserves
My Account
Advanced search
Search in
Keyword
Title
Author/Creator
Subject
Browse by LC Call Number
Browse by Author
Browse by Subject
search for
Search
Search
Advanced search
Start Over
Share
Email
RIS file
Bookmark
Report an Issue
Defusing the angry patron : a how-to-do-it manual for librarians / Rhea Joyce Rubin
Author
Rubin, Rhea Joyce
Published
New York : Neal-Schuman Publishers Inc., [2011]
Copyright Date
©2011
Edition
Second edition.
Physical Description
xv, 125 pages ; 28 cm.
Full Text available online
Availability
Browse Nearby on Shelf
I Want It
I Want It
Finding items...
Series
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(s)
Public services (Libraries)
—
United States
Customer services
—
United States
Library users
—
United States
Interpersonal communication
Conflict management
Anger
ISBN
9781555707316 (alkaline paper)
1555707319 (alkaline paper)
Bibliography Note
Includes bibliographical references (pages 113-117) and index.
View MARC record
| catkey: 8157963