Defusing the Angry Patron
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Defusing the Angry Patron, one component of customer service, is Rubin's most popular workshop and is the title of her book, published in 2000 by Neal-Schuman, as well as many articles such as the one in Library Mosaics (June 2000) and one in ViewPoints: Ebsco's Online Journal (February 2001). The second edition of the book was published in January 2011.
Rhea has presented Defusing the Angry Patron workshops for both individual libraries and library systems in California, Massachusetts, Illinois, and New Jersey as well as at conferences for paraprofessionals and for librarians. In multi-year training projects she trained hundreds of library staff — from pages through managers — at both the Chicago Public Library and the Alameda County Library System (CA).
She also delivers a more basic customer service workshop, Positive and Proactive, as well as the related Defusing Difficult Situations in the Library.
For more information, please see trainer.
Last updated 9/2011