[Publib] Reference Question

[Mary Kowal]

I am a library student and I would like to ask the group a question. When you are faced with a patron who is asks a reference question but during the interview the patron begins to ask for advice how do you handle it? Especially when the patron becomes increasingly angry because they seem to feel as though you can help them but you will not.
   
  I was wondering if anyone had a method to diffuse situations such as these.

 
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