Bibliograph

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

Type

Label

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

Language

eng

Bibliography note

Includes bibliographical references (pages 113-117) and index

Index

index present

Literary Form

non fiction

Main title

Defusing the angry patron

Nature of contents

bibliography

Oclc number

683592440

Responsibility statement

Rhea Joyce Rubin

Series statement

How-to-do-it manuals, no. 177

Sub title

a how-to-do-it manual for librarians

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

Table Of 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

Classification