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Defusing the angry patron : a how-to-do-it manual for librarians /

Rubin, Rhea Joyce

Defusing the angry patron : a how-to-do-it manual for librarians / Rhea Joyce Rubin - 2nd ed. - New York : Neal-Schuman Pub. Inc., c2011 - xv, 125 p. ; 28 cm. - How-to-do-it manuals ; no. 177 . - How-to-do-it manuals for libraries .

Includes bibliographical references and index

ISBN: 9781555707316 1555707319

Subjects--Topical Terms:
Public services (Libraries)--United States
Customer services--United States
Library users--United States
Interpersonal communication
Conflict management
Anger

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