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

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

How do libraries deal with angry comments on their websites, blogs, or social networks? Does having a security staff actually help defuse angry users? How can library staff members best respond to frustrated users who get angry in a chat reference setting? Here, renowned library consultant Rhea Rubi...

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Bibliographic Details
Main Author: Rubin, Rhea Joyce 1950- (Author)
Format: Book
Language:English
Published: New York Neal-Schuman Publishers Inc 2011
Edition:2nd ed.
Series:How-to-do-it manuals for libraries no. 177
Subjects:
Library users > United States
Interpersonal communication
Conflict management > United States
Anger > United States
Customer services > United States
Public services (Libraries) > United States
Online Access:Click Here to View Status and Holdings.
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Table of Contents:
  • 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.

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