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http://worldcat.org/entity/work/id/41230748

Enhancing external communication managing conflict

Designed for use in small groups, this video on managing external conflict focuses on providing library staff with skills and strategies to help them prevent and handle on-the-spot conflicts with external customers, those invividuals who receive service and who judge service.

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"Designed for use in small groups, this video on managing external conflict focuses on providing library staff with skills and strategies to help them prevent and handle on-the-spot conflicts with external customers, those invividuals who receive service and who judge service."@en

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http://www.worldcat.org/oclc/35832756