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

书目详细资料
主要作者:	Rubin, Rhea Joyce 1950-
格式:	图书
出版:	New York Neal-Schuman Publishers Inc. [2011]
版:	Second edition.
丛编:	How-to-do-it manuals for libraries no. 177.
主题:	Public services (Libraries) > United States. Customer services > United States. Library users > United States. Interpersonal communication. Conflict management. Anger.