| Record ID | marc_columbia/Columbia-extract-20221130-006.mrc:24263922:2959 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-006.mrc:24263922:2959?format=raw |
LEADER: 02959mam a2200385 a 4500
001 2521492
005 20221012184319.0
008 990916t20002000nyu b 001 0 eng
010 $a 99048199
020 $a1555703720
035 $a(OCoLC)ocm42462965
035 $9AQH4465CU
035 $a(NNC)2521492
035 $a2521492
040 $aDLC$cDLC$dAGL$dOrLoB-B
043 $an-us---
050 00 $aZ711$b.R79 2000
070 0 $aZ665$b.H68 no. 100
072 0 $aX200
082 00 $a025.5$221
100 1 $aRubin, Rhea Joyce.$0http://id.loc.gov/authorities/names/n83046438
245 10 $aDefusing the angry patron :$ba how-to-do-it manual for librarians and paraprofessionals /$cRhea Joyce Rubin.
260 $aNew York :$bNeal-Schuman Publishers,$c[2000], ©2000.
300 $axi, 99 pages ;$c28 cm.
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
490 1 $aHow to-do-it manuals for librarians ;$vno. 100
504 $aIncludes bibliographical references (p. 91-93) and index.
505 00 $g1.$tA Primer on Anger.$tWhat Is Anger? --$g2.$tPreventive Measures.$tWelcoming Behaviors.$tPositive Approach and Language.$tNonverbal Language.$tPolicies and Procedures.$tSignage.$tStaff Attitudes.$tStaff Training.$tPatron Expectations.$tPatron Feedback --$g3.$tHow to Do It: Twenty Basic Strategies for Defusing Anger.$tStrategy 1: Set the Tone for the Exchange.$tStrategy 2: Breathe and Count.$tStrategy 3: Treat the Patron with Respect.$tStrategy 4: Listen.$tStrategy 5: Acknowledge and Validate.$tStrategy 6: Focus on the Problem.$tStrategy 7: Concede a Minor Point.$tStrategy 8: Avoid Red Flag Words.$tStrategy 9: Don't Argue.$tStrategy 10: Disagree Diplomatically.$tStrategy 11: Don't Justify.$tStrategy 12: Don't Use One-Upmanship.$tStrategy 13: Apologize.$tStrategy 14: Use Bridge Statements.$tStrategy 15: Define the Problem.$tStrategy 16: Use the Salami Tactic.$tStrategy 17: Take Your Time.$tStrategy 18: Be Assertive.$tStrategy 19: Don't Make Idle Promises.$tStrategy 20: Involve a Colleague --
505 80 $g4.$tListening Skills.$tWhat Is Listening?$tBarriers to Listening.$tActive Listening --$g5.$tBeyond the Basics: Difficult Situations.$tComplaints.$tAccusations.$tUnacceptable Behavior.$tMentally Ill Patrons or Patrons under the Influence of Drugs or Alcohol.$tTelephone Encounters --$g6.$tCoping with Your Own Anger.$tDuring the Encounter.$tAfterwards --$g7.$tHelp Is At Hand.$tStress Point Identification.$tPolicies and Procedures.$tThe Buddy System.$tTeamwork.$tIncident Reports.$tRebuttal Files.$tCheat Sheets.
650 0 $aPublic services (Libraries)$zUnited States.$0http://id.loc.gov/authorities/subjects/sh2010109014
650 0 $aCustomer services$zUnited States.$0http://id.loc.gov/authorities/subjects/sh2008101992
650 0 $aAnger$zUnited States.
830 0 $aHow-to-do-it manuals for libraries ;$vno. 100.$0http://id.loc.gov/authorities/names/n86711635
852 00 $bglx$hZ711$i.R79 2000