Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals (How to Do It Manuals for Librarians)

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9781555703721: Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and Paraprofessionals (How to Do It Manuals for Librarians)
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Book by Rubin, Rhea Joyce

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From Library Journal:

If you work in a library, you sometimes deal with difficult and angry patrons. Rubin is a library consultant who also gives workshops for library staff on learning how to handle angry patrons; her book is ideal for front-line librarians and paraprofessionals. An overview of types of anger is followed by steps staff can take to prevent anger in the first place. Rubin explains 20 basic coping strategies including learning to breathe and relax before speaking, treating the patron with respect, avoiding red flag words, using a "salami" technique to tackle multiple complaints in one outburst, disagreeing diplomatically by using a "fogging technique," using and observing body language, and arranging for a resolution within a specified time. She especially focuses on listening techniques since most of us only have a 25 percent listening efficiency. When an angry patron is on the phone, verbal communications become even more important because there are no visual cues to help and only 14 percent of a message is conveyed in words. Rubin includes sample exercises, self-tests, and write-in spaces. Rubin also believes in looking at policies that make patrons angry to see if they are outdated and can be replaced for more satisfactory customer service. Used in tandem with Anne M. Turner's It Comes with the Territory: Handling Problem Situations in Libraries (McFarland, 1993) and Mark Willis's Dealing with Difficult People in the Library (Professional Media, LJ 10/1/99), this is recommended for paraprofessionals and library managers.
-Marie Bruni, Huntington Memorial Lib., Oneonta, NY
Copyright 2000 Reed Business Information, Inc.

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