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Author Rubin, Rhea Joyce.

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

Publication Info. New York : Neal-Schuman Publishers Inc., 2011.
2011.

Copies

Location Call No. Status
 Bristol, Main Library - Non Fiction  025.5 R824    Check Shelf
 East Hartford, Raymond Library - Reference Material  REF 025.5 RUBIN    In-Library Use Only
 Wethersfield Public Library - Non Fiction  025.5 RUBIN    Check Shelf
Edition Second edition.
Description xv, 125 pages ; 28 cm.
Series How-to-do-it manuals ; number 177
How-to-do-it manuals for libraries ; no. 177.
Bibliography Includes bibliographical references (pages 113-117) and index.
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 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
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