Defusing the Angry Patron A How-To-Do-It Manual for Librarians and Paraprofessionals

Defusing the Angry Patron introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons (and others). Included are approaches for handling situations ranging from everyday frustration to confrontational behavior. Rubin focuses on how effective staff training and intentional behaviors can positively affect patron behavior, minimize altercations, and ease the stress of public services staff.Rubin, Rhea Joyce is the author of 'Defusing the Angry Patron A How-To-Do-It Manual for Librarians and Paraprofessionals' with ISBN 9781555703721 and ISBN 1555703720.