TY  - BOOK
AU  - Kosmoski,Georgia J.
AU  - Pollack,Dennis R.
TI  - Managing difficult, frustrating, and hostile conversations: strategies for savvy administrators 
SN  - 141291339X (cloth)
PY  - 2005///
CY  - Thousand Oaks, Calif.
PB  - Corwin Press
KW  - Conflict management
KW  - United States
KW  - School administrators
KW  - Aggressiveness
KW  - Mediation
KW  - Behavior modification
N1  - Includes bibliographical references (p. 139-145) and index; 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
UR  - http://www.loc.gov/catdir/toc/ecip051/2004022974.html
ER  -