Kosmoski, Georgia J. <br/><br/>
Managing difficult, frustrating, and hostile conversations  strategies for savvy administrators 
Georgia J. Kosmoski, Dennis R. Pollack. 
 - Thousand Oaks, Calif.  Corwin Press  c2000. 
 - xii, 108 p.  23 cm. 
<br/><br/>Includes bibliographical references (p. 104-108). 
<br/><br/>Defusing the angry screamer -- Dealing with embarrassment or humiliation -- Handling legitimate complaints -- Under the influence of drugs or alcohol -- Refusing to be coerced -- Discouraging the dependent personality -- Serving as mediator when friction exists -- Disabling the backstabber -- Maintaining confidentiality -- What works in all cases. 
<br/><br/><label>ISBN: </label>0803968086 (alk. paper) 0803968094 (pbk. : alk. paper) 
<br/><br/><label>LCCN: </label>99006665  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Conflict management--United States.<br/>Behavior modification--United States.<br/>Mediation--United States.<br/>Aggressiveness--United States.<br/>School administrators--United States.
<br/><br/><label>LC Class. No.: </label>LB3011.5  / .K67 2000 
<br/><br/><label>Dewey Class. No.: </label>371.5  / K864m