TY  - BOOK
AU  - Kosmoski,Georgia J.
AU  - Pollack,Dennis R.
TI  - Managing difficult, frustrating, and hostile conversations: strategies for savvy administrators
SN  - 0803968086 (alk. paper)
AV  - LB3011.5 .K67 2000
U1  - 371.5 21
PY  - 2000///
CY  - Thousand Oaks, Calif.
PB  - Corwin Press
KW  - Conflict management
KW  - United States
KW  - Local
KW  - Behavior modification
KW  - Mediation
KW  - Aggressiveness
KW  - School administrators
N1  - Includes bibliographical references (p. 104-108); 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
ER  -