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

Библиографические подробности
Главный автор:	Rubin, Rhea Joyce 1950-
Формат:	‌
Опубликовано:	New York Neal-Schuman Publishers Inc. [2011]
Редактирование:	Second edition.
Серии:	How-to-do-it manuals for libraries no. 177.
Предметы:	Public services (Libraries) > United States. Customer services > United States. Library users > United States. Interpersonal communication. Conflict management. Anger.