Defusing the angry patron [Texte imprimé] : a how-to-do-it manual for librarians / Rhea Joyce Rubin
Type de document : LivresAuteur principal: Rubin, Rhea Joyce, 1950-...., Auteur
Langue: anglais.Mention d'édition: Second edition.Éditeur : New York : Neal-Schuman Publishers Inc., cop. 2011Description : 1 vol. (xv-125 p.) ;
28 cmISBN: 978-1-555-70731-6; 1-555-70731-9.Collection : How-to-do-it manualSujet - Nom commun: Public services (Libraries) -- United States | Customer services -- United States | Library users -- United States | Interpersonal communication | Conflict management | Anger | Bibliothèques, Publics, États-Unis | Gestion des conflits | Bibliothèques, Services aux publics, États-Unis | Communication interpersonnelle | Relations administration-usagers 
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| Item type | Current location | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| Prêt normal | Enssib Pôle Les bibliothèques | Papier | 025.5 SER r (Browse shelf) | Available | 839810A |
Total holds: 0
Bibliogr. p. 113-117. 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
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