Title: Defusing the angry patron
Description: 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.
Subjects: Public services (Libraries), Customer services, Anger, Libraries, handbooks, manuals, etc., Library Services, Interpersonal Relations, Psychological Conflict, Hostility, Communication, Negotiating, Libraries, Librarians
Places: United States