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Direct linkKosmoski, Georgia J.; Pollack, Dennis R. – Corwin Press, 2005
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…
Descriptors: Confidentiality, Ethics, Conflict Resolution, Crisis Management
