Cover of: Defusing the angry patron | Rhea Joyce Rubin

Defusing the angry patron

a how-to-do-it manual for librarians and paraprofessionals
  • 99 Pages
  • 1.98 MB
  • 8731 Downloads
  • English
by
Neal-Schuman Publishers , New York
Public services (Libraries) -- United States., Customer services -- United States., Anger -- United St

Places

United St

StatementRhea Joyce Rubin.
SeriesHow to-do-it manuals for librarians ;, no. 100, How-to-do-it manuals for libraries ;, no. 100.
Classifications
LC ClassificationsZ711 .R79 2000
The Physical Object
Paginationxi, 99 p. ;
ID Numbers
Open LibraryOL47681M
ISBN 101555703720
LC Control Number99048199

"Defusing the Angry Patron is a guide that should very much be considered for any library science collection that wants to improve their crisis prevention catalog." --The Midwest Book Review, March "Library staff who have public service duties will find this book invaluable in learning to deal with patron anger; it is highly recommended.

Defusing the Angry Patron book. Read 12 reviews from the world's largest community for readers. How do libraries deal with angry comments on their websit /5. "Defusing the Angry Patron is a guide that should very much be considered for any library science collection that wants to improve their crisis prevention catalog." --Midwest Book Review Also of Interest.

Get this from a library. Defusing the angry patron: a how-to-do-it manual for librarians. [Rhea Joyce Rubin] -- 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. Defusing the angry patron book the Angry Patron A How-to-do-it Manual for Librarians (Book): Rubin, Rhea Joyce: How do libraries deal with angry comments on their websites, blogs, or social networks.

Does having a security staff actually help defuse angry users. How can library staff members best respond to Defusing the angry patron book users who get angry in a chat reference setting.

Here, renowned library consultant Rhea Rubin. Defusing the Angry Patron: A How-to-Do-It Manual for Librarians. 2nd ed. By Rhea J. Rubin. How-to-Do-It Manuals for Librarians, New York: Neal-Schuman Publishers, pp. A$ soft cover ISBN (available from Inbooks). Now based in California, Rubin originally learned how to cope with confrontational people while setting up library service in the Cook County Jails (Chicago) in the s.

Details Defusing the angry patron FB2

“Defusing the Angry Patron” is her most popular workshop topic and is the title of her forthcoming book, due from Neal-Schumann Publishers in late In Defusing Angry People, Kevin Fauteux utilizes his experience treating patients' anger issues, gives important steps to understanding rage, and then shows how to employ specific de-escalation assessment techniques to effectively defuse volatile situations.

The Amazon Book Review Reviews: In these divided and troublesome times, interactions with angry or contentious library patrons are a part of many librarians’ daily work life. These difficult and often unreasonable patrons are on a mission to tell and show you how they feel.

Their behaviors really can be challenging. The good news is that you can choose to not let them drag you down or ruin your day.

Dealing with an angry patron is one of the most difficult (and possibly dangerous!) things we do in a library. Often, staff need assistance to know how to deal with and counter anger.

Many libraries already have a copy of Defusing the Angry Patron: A How-To-Do-It Manual for Librarians by Rhea Joyce Rubin. The book does an excellent job of. Rhea Joyce Rubin is the author of Defusing the Angry Patron ( avg rating, 63 ratings, 13 reviews, published ), Demonstrating Results ( avg ra /5.

Defusing the angry patron: a how-to-do-it manual for librarians. Average Rating. Author. Rubin, Rhea Joyce. Language. English. Choose a Format.

Book Show Edition. Available from another library. Quick Copy View. Place Hold Add a Review. Add to list. SHARE. Description. A Review of “Defusing the Angry Patron: A How-To-Do-It Manual for Librarians”.

Journal of Access Services: Vol. 8, No. 4, pp. How do libraries deal with angry comments on their websites, blogs, or social networks. Does having a security staff actually help defuse angry users. How can library staff members best respond to frustrated users who get angry in a chat reference setting.

Here, renowned library consultant Rhea Rubin deals with these questions and more in Defusing the Angry Patron: A How-To-Do-It Manual for. The WebJunction team recently refreshed the LibraryU course, Dealing with Angry Patrons. The course is free, on-demand and self-paced. Register and enroll today to learn to minimize conflict, defuse patron anger and identify the underlying issues of patrons' anger.

No one enjoys having to deal with an angry patron, but with proper preparation, and by developing the specific set of skills. Defusing the Angry Screamer THE STORY: Rant and Rave THE PLACE: An Impoverished City Junior High School J ohn Cooke is the veteran junior high school vice principal of discipline for adolescents.

John has had plenty of practice calming down young people. He is no stranger to agitated, volatile, and hostile individuals. Looking for books by Rhea Joyce Rubin.

See all books authored by Rhea Joyce Rubin, including Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, and Demonstrating Results: Using Outcome Measurement in Your Library (Pla Results Series), and more on Last semester I read Defusing the Angry Patron for one of my grad school classes.

It contains great practical advice for librarians (and teachers too) who must cope with confrontational patrons/parents who are upset about one thing or another in the library.

Effective Listening: Listening skills are crucial to defusing anger. In any attempt to defuse anger, the focus must shift from getting your point across, to understanding the person, and allying with them toward a common goal.

Everyone wants to be listened to, and to feel understood. Defusing the angry patron: a how-to-do-it manual for librarians. Average Rating. Author. Rubin, Rhea Joyce. Publisher. Varies, see individual formats and editions. Pub. Date. Varies, see individual formats and editions.

Choose a Format. The library does not own any copies of. In this book chapter, Robert Bacal provides some insight that goes way beyond the superficial. (Views So Far ) Welcome To The Help You Need To Deal With Angry and Difficult Customers by Robert Bacal is a site dedicated to helping you learn to defuse hostile and angry.

Uncover all of the critical information and guidance you'll need to adeptly manage any school library in this valuable new resource.

Co-authors Barbara Stein Martin, an experienced professor of school librarianship, and accomplished school librarian Marco Zannier present a practical tool to help you fully understand and confidently master the extensive services and skills involved in this. Getting angry is the only way to get things done – manipulative myth.

It’s only natural to respond in an angry way – excuse myth. Strongly confronting an angry person will get them to back down. Intimidation wins respect.

Verbal of physical venting will have lasting, calming effects. Anger is a bad emotion. is a site dedicated to helping you learn to defuse hostile and angry customers quickly and effectively.

Videos, tutorials, book excerpts and articles included. Free (Views So Far ) Seth's Blog: How to Deal with an Angry Customer - by Seth Godin.

Download Defusing the angry patron FB2

This book provides advice that will empower library staff in their personal security and give them the tools to confidently communicate with their colleagues, patrons, and members of law enforcement regarding inappropriate behavior.

Defusing the Angry Patron by Rhea Joyce Rubin. ISBN: Publication Date: 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.

Richard E. Rubin served as director of the School of Library and Information Science at Kent State University, Kent, Ohio, from to and subsequently became associate provost for extended (online) education at KSU until his retirement in He previously served as a librarian and personnel director at the Akron-Summit County Public Library in Akron, Ohio.

Defusing the Angry Patron: A How-To-Do-It Manual for Librarians and 33 copies, 2 reviews Demonstrating Results: Using Outcome Measurement in Your Library (Pla 22 copies, 3 reviews Libraries Inside: A Practical Guide for Prison Librarians 12 copies.

Description Defusing the angry patron FB2

Defusing the Angry Library Patron Cool (Free) Web Tools Pick a day, decide if you want the session in the morning or the afternoon, and contact me to get it on the calendar.

Neal-Schuman Publishers» Interview with Rhea Joyce Rubin, author of Defusing the Angry Patron: A Ho Library staff are on the front line. Rhea Joyce Rubin talks with us about her career in libraries and her latest book Defusing the Angry Patron: A How-To-Do-It Manual for Librarians, Second Edition, of which Library Journal said in a starred.

Dealing with Difficult Patrons Workshop Every library employee encounters difficult patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types.

In this workshop, library safety and security expert Steve.Rubin, Joyce R. Defusing the Angry Patron: A How-To-Do-It Manual for Li-brarians and Paraprofessionals. New York: Neal-Shuman, See also Rubin, Joyce R. " Defusing the Angry Patron.The New Mexico State Library has added the following Library Science books to its collection: Archives and Recordkeeping: Theory into Practice; Building and Managing E-Book Collections: A How-To-Do-It Manual for Librarians; Defusing the Angry Patron, Second Edition: A How-To-Do-It Manual for Librarians; Expert Internet Searching, Fourth Edition.