cam a22 4 4500 279879857 CHVBK 20201214080037.0 tu 130818s2011 xxu 00 eng| 2010046694 978-1-55570-731-6 (alkaline paper) 1-55570-731-9 (alkaline paper) (NEBIS)007304300 (VAUD)991012925139702852 (BGR)000479800 (OCoLC)683592440 (RNV)006093085-41bculausa_network (RERO)006093085 R006093085 (EXLNZ-41BCULAUSA_NETWORK)991004901039702851 DLC SzZuIDS NEBIS FH-HTW-CHUR Z711 .R79 2011 s1bt rero 025.5 22 024 BCUDbt CLASBCUD Defusing the angry patron a how-to-do-it manual for librarians Rhea Joyce Rubin 2nd ed New York Neal-Schuman Publishers 2011 xv, 125 S. How-to-do-it manuals for Librarians Includes bibliographical references (pages 113-117) and index 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 Public services (Libraries) United States Bibliothèques Services aux utilisateurs États-Unis Service à la clientèle États-Unis Utilisateurs des bibliothèques États-Unis Communication interpersonnelle Gestion des conflits Colère Customer services United States Library users United States Interpersonal communication Conflict management Anger bibliothèque conflit - gestion services publics chrero bibliothèque Etats-Unis manuel chrero Konfliktlösung (DE-588)4114266-4 gnd Kundenorientierung (DE-588)4316837-1 gnd Öffentliche Bibliothek (DE-588)4043141-1 gnd USA (DE-588)4078704-7 gnd u 06.60 bgr-bk Rubin Rhea Joyce How-to-do-it manuals for libraries 177 BK020000 XK020000 XK020000 Metadata rights reserved vaud E27-20120713 nebis EN id Sz-ChBGR VAUD bcud bcud XB 113/177 024 810010047 NEBIS E27 E27 E27T B 454:015 BGR KBG KBG KBGMA KBG Dfu 2852 WNELKBG1208 NEBIS 490 -- How-to-do-it manuals for Librarians NEBIS 700 1- Rubin Rhea Joyce VAUD 100 1- Rubin Rhea Joyce aut VAUD 490 1- How-to-do-it manuals no. 177 VAUD 830 -- How-to-do-it manuals for libraries 177 BGR 100 1- Rubin Rhea Joyce SWISSBIB 035102373