Defusing the Angry Patron

This "How-To-Do-It Manual" updates the first edition, published in 2000. The book has the same format as the first and includes multiple ways for library workers to learn about dealing with anger and using those methods to work with patrons. An initial chapter offers a well-done primer on anger, followed by sections covering prevention measures, basic strategies for defusing anger, effective listening skills, handling situations that do not involve anger, and methods of dealing with digital anger. Updates in this volume reflect the digital landscape, virtual encounters, dealing with your own anger, and sources of help when dealing with angry patrons. Help can come from good policies and procedures as well as security staff. There are exercises in each chapter, a quick review at chapter's end, and excellent strategies for responding to accusations. The author also discusses the increase in anger and rage that has occurred in the last decade and how library workers are affected by it.