Title: Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals /
Authors: Rubin, Rhea Joyce.
Publisher: Neal-Schuman Publishers,
Year: 2000
Subjects: Public services (Libraries) United States.; Customer services United States; Anger United States.; Library Services; Interpersonal Relations; Conflict, Psychological; Anger; Hostility; Communication; Negotiating; Libraries; Librarians
Abstract: 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 behaviour.
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.