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- catalog 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.".
- catalog contributor b12150026.
- catalog created "c2000.".
- catalog date "2000".
- catalog date "c2000.".
- catalog dateCopyrighted "c2000.".
- catalog description "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.".
- catalog 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.".
- catalog description "Includes bibliographical references (p. 91-93) and index.".
- catalog extent "xi, 99 p. :".
- catalog hasFormat "Defusing the angry patron.".
- catalog identifier "1555703720".
- catalog isFormatOf "Defusing the angry patron.".
- catalog isPartOf "How to-do-it manuals for librarians ; no. 100".
- catalog isPartOf "How-to-do-it manuals for libraries ; no. 100.".
- catalog issued "2000".
- catalog issued "c2000.".
- catalog language "eng".
- catalog publisher "New York : Neal-Schuman Publishers,".
- catalog relation "Defusing the angry patron.".
- catalog spatial "United States.".
- catalog subject "025.5 21".
- catalog subject "Anger United States.".
- catalog subject "Anger.".
- catalog subject "Communication.".
- catalog subject "Conflict (Psychology)".
- catalog subject "Customer services United States.".
- catalog subject "Hostility.".
- catalog subject "Interpersonal Relations.".
- catalog subject "Library Services.".
- catalog subject "Negotiating.".
- catalog subject "Public services (Libraries) United States.".
- catalog subject "Z 711 R896d 2000".
- catalog subject "Z711 .R79 2000".
- catalog tableOfContents "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.".
- catalog title "Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals / Rhea Joyce Rubin.".
- catalog type "text".