TY  - BOOK
AU  - Rubin,Rhea Joyce
TI  - Defusing the angry patron : : a how-to-do-it manual for librarians 
SN  - 9781555707316
AV  - Z 711  R79D 2011
PY  - 2011///
CY  - New York : 
PB  - Neal-Schuman, 
KW  - Anger
KW  - Conflict management
KW  - Interpersonal communication
KW  - United States
KW  - Library users
KW  - Customer services
KW  - Public services (Libraries)
ER  -