Guardado en:
| Autor principal: | |
|---|---|
| Formato: | Recurso educativo Open Access |
| Lenguaje: | en |
| Publicado: |
1990
|
| Materias: | |
| Acceso en línea: | https://eric.ed.gov/?id=EJ421683 |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
Tabla de Contenidos:
- Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere). Rubin, Rhea Joyce Anger Antisocial Behavior Guidelines Interpersonal Communication Library Administration Library Personnel Problem Solving Reference Services User Satisfaction (Information) Users (Information) Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also suggested. (29 references) (EAM)