Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators /
Kosmoski, Georgia J.
Pollack, Dennis R.
Thousand Oaks, Calif. : Corwin,
c2000.
Includes bibliographical references and index.
Contents: Calming the angry screamer -- Dealing with public embarrassment or humiliation -- Handling legitimate complaints -- Defusing situations that involve drugs or alcohol -- Refusing to be coerced -- Discouraging the dependent personality -- Serving as mediator when friction exists -- Disabling the back stabber -- Maintaining confidentiality -- Discussion : what works in all cases.
Conflict management
School administrators
Aggressiveness
Mediation
Behavior modification