ERIC Number: EJ421683
Record Type: CIJE
Publication Date: 1990
Reference Count: 0
Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).
Rubin, Rhea Joyce
Reference Librarian, n31 p39-51 1990
Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also suggested. (29 references) (EAM)
Publication Type: Journal Articles; Guides - Non-Classroom
Education Level: N/A
Authoring Institution: N/A
Note: The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.