TY  - BOOK
AU  - Rubin,Rhea Joyce
TI  - Defusing the angry patron: a how-to-do-it manual for librarians 
T2  - How-to-do-it manuals
SN  - 9781555707316
PY  - 2011///
CY  - New York
PB  - Neal-Schuman Pub. Inc.
KW  - Public services (Libraries)
KW  - United States
KW  - Customer services
KW  - Library users
KW  - Interpersonal communication
KW  - Conflict management
KW  - Anger
N1  - Includes bibliographical references and index
ER  -