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

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    Z711
    .R79 2011
     
    884929 (Shelf),BOK
    Rubin, Rhea Joyce , 1950-

         Defusing the angry patron : a how-to-do-it manual for librarians.

         xv, 125 pages: ; 28 cm How-to-do-it manuals number 177.
         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.

         ISBN 9781555707316 (alkaline paper)
         .-ISBN 1555707319 (alkaline paper).
         
          1. Library users - United States 2. Interpersonal communication 3. Conflict management - United States 4. Anger - United States 5. Customer services - United States 6. Public services (Libraries) - United States.I. Title II. Series
         Library : UiTM Shah Alam; UiTM Negeri Sembilan; UITM Kelantan
    Accn No.Item StatusAdd IdLocationSMDItem Category
    884929ShelfPTAR KAMPUS PUNCAK PERDANA(PP)BOOKRAK TERBUKA (OPEN SHELVES)

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