Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).

Rubin, Rhea Joyce

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Peer reviewed

ERIC Number: EJ421683

Record Type: CIJE

Publication Date: 1990

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0276-3877

EISSN: N/A

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Anger in the Library: Defusing Angry Patrons at the Reference Desk (and Elsewhere).

Rubin, Rhea Joyce

Reference Librarian, n31 p39-51 1990

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)

Descriptors: Anger, Antisocial Behavior, Guidelines, Interpersonal Communication, Library Administration, Library Personnel, Problem Solving, Reference Services, User Satisfaction (Information), Users (Information)

Publication Type: Journal Articles; Guides - Non-Classroom

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Grant or Contract Numbers: N/A

Author Affiliations: N/A

Note: The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.