Actions for Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators

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Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators / Georgia J. Kosmoski, Dennis R. Pollack

Author
Kosmoski, Georgia J.
Published
Thousand Oaks, Calif. : Corwin Press, [2005]
Copyright Date
©2005
Edition
2nd ed.
Physical Description
xiii, 152 pages ; 24 cm
Additional Creators
Pollack, Dennis R.

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Contents
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.
Summary
Be prepared to manage stressful situations before they happen with proven, constructive strategies! The second edition of this best-selling resource provides new and updated content influenced by the feedback of over 250 school administrators. Managing Difficult, Frustrating, and Hostile Conversations uncovers safe and effective strategies for dispelling common sensitive situations such as handling legitimate complaints, controlling those under the influence, combating charges of discrimination, serving as the mediator, and diffusing abrasive conversations. Each chapter highlights situations identified by school administrators as most stressful; tips for managing these situations are followed by suggestions and questions for the reader that highlight how to: Understand the motives and actions behind hostile adults Become proactive rather than reactive Maintain control over volatile conversations Communicate effectively with all types of upset individuals Use this text to constructively address sensitive issues and prevent stressful circumstances from evolving into dangerous situations.
Subject(s)
ISBN
141291339X (cloth)
9781412913393 (cloth)
1412913403 (pbk.)
9781412913409 (pbk.)
Bibliography Note
Includes bibliographical references (pages 139-145) and index.
Action Note
committed to retain 20170930 20430101 HathiTrust https://www.hathitrust.org/shared_print_program
View MARC record | catkey: 2972144