Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators - Kosmoski, Georgia J.; Pollack, Dennis R. (Thousand Oaks, Calif. : Corwin Press, 2005)
Defusing the angry screamer -- Dealing with embarrassment or humiliation -- Handling legitimate complaints -- Controlling those under the influence -- Refusing to be coerced -- Combating charges of discrimination -- Discouraging the dependent personality -- Serving as mediator when friction exists -- Disabling the backstabber -- Meeting the challenge of volatile educational issues -- Maintaining confidentiality -- What works in all cases -- Resource : the school administrators' code of ethics
Includes bibliographical references (p. 139-145) and index
Keywords: Conflict management -- United States; School administrators -- United States; Aggressiveness -- United States; Mediation -- United States; Behavior modification -- United States