Rhea Joyce Rubin

Examines the who, what, when, where, how, and why of homelessness, providing information that can serve as a foundation for decision and policy making.

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 techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.