"Bibliothèques Services aux utilisateurs États-Unis." . . "Ärger." . . "Bibliotheekgebruikers." . . "Bibliotheekpersoneel." . . "Public services (Libraries) United States." . . "Public services (Libraries)" . . "bibliothèque colère - maîtrise lecteur [manuel]" . . . . "Interpersonal Relations." . . "bibliothèque colère - maîtrise lecteur Etats-Unis [manuel]" . . "Knjižnične službe Združene države Amerike." . . "Anger United States." . . "Customer services." . . "Benutzerverhalten." . . "Kundenorientierung." . . "Öffentliche Bibliothek." . . "Konfliktlösung." . . "Ira (Psicología) Estados Unidos." . . "Bibliothek." . . "Anger." . . "Libraries." . . "Customer services United States." . . "Benutzer." . . "Negotiating." . . "Conflict (Psychology)" . . "Utilisateurs des bibliothèques États-Unis." . . "Relations administration-usagers." . . "Colère." . . "Colère États-Unis." . . "United States." . . "Bibliothèques Publics États-Unis." . . "Servicios de información Estados Unidos." . . "Hostility." . . "Communication interpersonnelle." . . "Medosebni odnosi." . . "Benutzer Konfliktregelung Bibliothek." . . "Library Services." . . "Konflikti." . . "Konfliktregelung Benutzer Bibliothek." . . "Gestion des conflits." . . "Knjižnice Uporabniki Združene države Amerike." . . "Bibliothèques Services aux publics États-Unis." . . "USA." . . "Service à la clientèle États-Unis." . . "Brugere" . . "Librarians." . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "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." . . . . . "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" . . . . . . . . . . . . . . "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." . . . . . . . . . . . . . . . . . . . . . . . . . "Defusing the angry patron : a how-to-do-it manual for librarians" . "Defusing the angry patron : a how-to-do-it manual for librarians"@en . "Defusing the angry patron a how-to-do-it manual for librarians and paraprofessionals"@en . "Defusing the angry patron a how-to-do-it manual for librarians and paraprofessionals" . . . . . . "Agressief gedrag." . . "Bibliothek Benutzer Konfliktregelung." . . "Klantgerichtheid." . . "Communication." . . "Konfliktregelung." . .