Kosmoski, Georgia J. <br/><br/>
Managing difficult, frustrating, and hostile conversations :  strategies for savvy administrators / 
Georgia J. Kosmoski, Dennis R. Pollack 
 - 2nd ed. 
 - Thousand Oaks, Calif. :  Corwin Press,  2005 
 - xiii, 152 p. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 139-145) and index 
<br/><br/>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 
<br/><br/><label>ISBN: </label>141291339X (cloth)  RM127.61 1412913403 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Conflict management--United States<br/>School administrators--United States<br/>Aggressiveness--United States<br/>Mediation--United States<br/>Behavior modification--United States