Coverart for item
The Resource Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin

Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin

Label
Defusing the angry patron : a how-to-do-it manual for librarians
Title
Defusing the angry patron
Title remainder
a how-to-do-it manual for librarians
Statement of responsibility
Rhea Joyce Rubin
Creator
Subject
Language
eng
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
Member of
Cataloging source
DLC
http://library.link/vocab/creatorDate
1950-
http://library.link/vocab/creatorName
Rubin, Rhea Joyce
Dewey number
025.5
Index
index present
LC call number
Z711
LC item number
.R79 2011
Literary form
non fiction
Nature of contents
bibliography
Series statement
How-to-do-it manuals
Series volume
no. 177
http://library.link/vocab/subjectName
  • Public services (Libraries)
  • Customer services
  • Library users
  • Interpersonal communication
  • Conflict management
  • Anger
Label
Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 113-117) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
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
Control code
1312560
Dimensions
28 cm.
Edition
2nd ed.
Extent
xv, 125 p.
Isbn
9781555707316
Isbn Type
(alkaline paper)
Lccn
2010046694
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
System control number
  • (Sirsi) 1312560
  • (Sirsi) 1312560
  • (OCoLC)683592440
Label
Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin
Publication
Bibliography note
Includes bibliographical references (pages 113-117) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
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
Control code
1312560
Dimensions
28 cm.
Edition
2nd ed.
Extent
xv, 125 p.
Isbn
9781555707316
Isbn Type
(alkaline paper)
Lccn
2010046694
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
System control number
  • (Sirsi) 1312560
  • (Sirsi) 1312560
  • (OCoLC)683592440

Library Locations

    • Stevens Memorial Library (North Andover)Borrow it
      345 Main Street, North Andover, MA, 01845, US
      42.6961299 -71.1263305
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