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Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals (How to Do It Manuals for Librarians)
Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals (How to Do It Manuals for Librarians) by Rhea Joyce Rubin 1555703720 9781555703721
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Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals (How to Do It Manuals for Librarians) by Rhea Joyce Rubin

Defusing the Angry Patron introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons (and others). Included are approaches for handling situations ranging from everyday frustration to confrontational behavior. Rubin focuses on how effective staff training and intentional behaviors can positively affect patron behavior, minimize altercations, and ease the stress of public services staff.

Author: Rhea Joyce Rubin

Language: English

Edition: 1

Binding: Paperback

Pages: 99

Publisher: Neal Schuman Pub

Publication Date: 2000-01-01

Our Price: $5.76

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ISBN: 1555703720


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Rhea Joyce Rubin (Edition: 1) Paperback


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