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BookBook
Author Rubin, Rhea Joyce.

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

Publication Info. New York : Neal-Schuman Publishers, [2000]
©2000

Copies

Location Call No. Status
 New Britain, Main Library - Non Fiction  025.5 R82    Check Shelf
 West Hartford, Noah Webster Library - Library Office  R OFFICE 025.5 RUBIN    In-Library Use Only
Description xi, 99 pages ; 28 cm.
Series How to-do-it manuals for librarians ; no. 100
How-to-do-it manuals for libraries ; no. 100.
Bibliography Includes bibliographical references (pages 91-93) and index.
Contents A primer on anger -- Preventive measures -- How to do it : twenty basic strategies for defusing anger -- Listening skills -- Beyond the basics : difficult situations -- Coping with your own anger -- Help is at hand.
Subject Public services (Libraries) -- United States.
Customer services -- United States.
Anger -- United States.
Library Services.
Interpersonal Relations.
Conflict, Psychological
Anger.
Communication.
Negotiating.
ISBN 1555703720
9781555703721
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