Managing Difficult, Frustrating, and Hostile Conversations » (2nd Edition)

Georgia J Kosmoski is Professor of Educational Administration at Governors State University located outside of Chicago, Illinois. She has been an educator for over 25 years She has been a teacher, assistant principal, principal, and assistant superintendent.

Be prepared to manage stressful situations before they happen. The second edition of this best-selling resource provides updated content and uncovers effective strategies for dispelling common sensitive situations.

Preface
Acknowledgments
About the Authors
1. Defusing the Angry Screamer
2. Dealing With Embarrassment or Humiliation
3. Handling Legitimate Complaints
4. Controlling Those Under the Influence
5. Refusing to Be Coerced
6. Combating Charges of Discrimination
7. Discouraging the Dependent Personality
8. Serving as Mediator When Friction Exists
9. Disabling the Backstabber
10. Meeting the Challenge of Volatile Educational Issues
11. Maintaining Confidentiality
12. What Works in All Cases
Resource: The School Administrators' Code of Ethics
References