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
Resource Information
The item Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in Stevens Memorial Library (North Andover).This item is available to borrow from 1 library branch.
Resource Information
The item Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in Stevens Memorial Library (North Andover).
This item is available to borrow from 1 library branch.
- 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
- Language
- eng
- Edition
- 2nd ed.
- Extent
- xv, 125 p.
- 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
- Isbn
- 9781555707316
- 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
- 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
- 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
- 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
- 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
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<div class="citation" vocab="http://schema.org/"><i class="fa fa-external-link-square fa-fw"></i> Data from <span resource="http://link.stevensmemlib.org/portal/Defusing-the-angry-patron--a-how-to-do-it-manual/q6yJQRpsmdM/" typeof="Book http://bibfra.me/vocab/lite/Item"><span property="name http://bibfra.me/vocab/lite/label"><a href="http://link.stevensmemlib.org/portal/Defusing-the-angry-patron--a-how-to-do-it-manual/q6yJQRpsmdM/">Defusing the angry patron : a how-to-do-it manual for librarians, Rhea Joyce Rubin</a></span> - <span property="potentialAction" typeOf="OrganizeAction"><span property="agent" typeof="LibrarySystem http://library.link/vocab/LibrarySystem" resource="http://link.stevensmemlib.org/"><span property="name http://bibfra.me/vocab/lite/label"><a property="url" href="http://link.stevensmemlib.org/">Stevens Memorial Library (North Andover)</a></span></span></span></span></div>
