Defusing the angry patron : a how-to-do-it manual for librarians
(Book)

Book Cover
Average Rating
Author
Rubin, Rhea Joyce.
Status
On Shelf
Burlington Public Library - Professional Development
PROF DEV 025.5 RUBIN 2011
1 available

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LocationCall NumberStatus
Burlington Public Library - Professional DevelopmentPROF DEV 025.5 RUBIN 2011Available

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Syndetics Unbound

Subjects

LC Subjects
Anger.
Conflict management.
Customer services -- United States.
Interpersonal communication.
Library users -- United States.
Public services (Libraries) -- United States.
OCLC Fast Subjects
Anger.
Conflict management.
Customer services.
Interpersonal communication.
Library users.
Public services (Libraries)
United States.
Other Subjects
Anger.
Benutzer
Bibliothek
Bibliothèques -- Services aux utilisateurs -- États-Unis.
Colère.
Communication interpersonnelle.
Communication.
Conflict (Psychology)
Gestion des conflits.
Hostility.
Interpersonal Relations.
Konfliktregelung
Library Services.
Negotiating.
Service à la clientèle -- États-Unis.
Utilisateurs des bibliothèques -- États-Unis.

More Details

Format
Book
Physical Desc
xv, 125 pages ; 28 cm.
Language
English

Notes

Bibliography
Includes bibliographical references (pages 113-117) and index.
Description
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.

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Citations

APA Citation, 7th Edition (style guide)

Rubin, R. J. (2011). Defusing the angry patron: a how-to-do-it manual for librarians (Second edition.). Neal-Schuman Publishers Inc..

Chicago / Turabian - Author Date Citation, 17th Edition (style guide)

Rubin, Rhea Joyce. 2011. Defusing the Angry Patron: A How-to-do-it Manual for Librarians. New York: Neal-Schuman Publishers Inc.

Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)

Rubin, Rhea Joyce. Defusing the Angry Patron: A How-to-do-it Manual for Librarians New York: Neal-Schuman Publishers Inc, 2011.

MLA Citation, 9th Edition (style guide)

Rubin, Rhea Joyce. Defusing the Angry Patron: A How-to-do-it Manual for Librarians Second edition., Neal-Schuman Publishers Inc., 2011.

Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.

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