Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators / Georgia J. Kosmoski, Dennis R. Pollack.
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TextPublication details: Thousand Oaks, Calif. : Corwin Press, c2005.Edition: 2nd edDescription: xiii, 152p. ; 24cmISBN: - 141291339X (cloth)
- 1412913403 (pbk.)
- 371.5 KOS 22nd ed.
- LB3011.5 .K67 2005
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CUoM Library General Stacks | Education | 371.5 KOS (Browse shelf(Opens below)) | Available | 00004848 | |
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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.
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