| Record ID | marc_columbia/Columbia-extract-20221130-022.mrc:107069733:2880 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-022.mrc:107069733:2880?format=raw |
LEADER: 02880cam a2200625 i 4500
001 10734623
005 20140523001017.0
008 101123s2011 nyu b 001 0 eng
010 $a 2010046694
016 7 $a015806677$2Uk
019 $a681872659
020 $a9781555707316 (alkaline paper)
020 $a1555707319 (alkaline paper)
029 1 $aAU@$b000046288680
035 $a(OCoLC)ocn683592440
035 $a(OCoLC)683592440$z(OCoLC)681872659
035 $a(NNC)10734623
040 $aDLC$beng$erda$cDLC$dYDX$dCDX$dVVC$dBWX$dYDXCP$dMUQ$dUKMGB$dEEK$dS66$dVP@$dKZK$dCOO$dBDX$dMLY$dOCLCQ$dCLU$dOCLCF
042 $apcc
043 $an-us---
050 00 $aZ711$b.R79 2011
082 00 $a025.5$222
100 1 $aRubin, Rhea Joyce.
245 10 $aDefusing the angry patron :$ba how-to-do-it manual for librarians /$cRhea Joyce Rubin.
250 $aSecond edition.
264 1 $aNew York :$bNeal-Schuman Publishers Inc.,$c[2011]
300 $axv, 125 pages ;$c28 cm.
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
490 1 $aHow-to-do-it manuals ;$vnumber 177
504 $aIncludes bibliographical references (pages 113-117) and index.
505 0 $aA 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.
520 $aDoes 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 behavior.
650 0 $aPublic services (Libraries)$zUnited States.
650 0 $aCustomer services$zUnited States.
650 0 $aLibrary users$zUnited States.
650 0 $aInterpersonal communication.
650 0 $aConflict management.
650 0 $aAnger.
650 6 $aBibliothèques$xServices aux utilisateurs$zÉtats-Unis.
650 6 $aService à la clientèle$zÉtats-Unis.
650 6 $aUtilisateurs des bibliothèques$zÉtats-Unis.
650 6 $aCommunication interpersonnelle.
650 6 $aGestion des conflits.
650 6 $aColère.
650 7 $aAnger.$2fast$0(OCoLC)fst00808763
650 7 $aConflict management.$2fast$0(OCoLC)fst00874778
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
650 7 $aInterpersonal communication.$2fast$0(OCoLC)fst00977344
650 7 $aLibrary users.$2fast$0(OCoLC)fst00998021
650 7 $aPublic services (Libraries)$2fast$0(OCoLC)fst01083042
651 7 $aUnited States.$2fast$0(OCoLC)fst01204155
830 0 $aHow-to-do-it manuals for libraries ;$vno. 177.
852 00 $bglx$hZ711$i.R79 2011