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

Detalhes bibliográficos
Autor principal:	Rubin, Rhea Joyce 1950-
Formato:	Livro
Publicado em:	New York Neal-Schuman Publishers Inc. [2011]
Edição:	Second edition.
Colecção:	How-to-do-it manuals for libraries no. 177.
Assuntos:	Public services (Libraries) > United States. Customer services > United States. Library users > United States. Interpersonal communication. Conflict management. Anger.