Managing Difficult, Frustrating, and Hostile Conversations 2/e

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. Dennis R Pollack is a clinical psychologist in Spokane, Washington. Before starting his private practice, he was a psychology professor at Illinois State and Gonzaga universities. He is a nationally recognized clinical and voactional expert who speaks and writes regularly in the fields of both psychology and education.

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