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

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"Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour."
"Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behavior."

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"Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals"
"Defusing the angry patron a how-to-do-it manual for librarians"
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"Defusing the angry patron : a how-to-do-it manual for librarians"
"Defusing the angry patron a how-to-do-it manual for librarians and paraprofessionals"
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USA.

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Agressief gedrag.

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