Defusing the Angry Patron
Neal-Schuman Publishers | Public Services and Programming | Rhea Joyce Rubin | Available
ISBN 10: 1555703720
ISBN 13: 9781555703721
Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? Do staff bemoan the increase in “problem patrons” in your library? 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 confrontative 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. She offers real-life examples and scenarios from all types of libraries and provides sample scripts public services staff can utilize to learn to cope with difficult situations.
Can$66.00
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