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: (1) Understand the motives and actions behind hostile adults; (2) Become proactive rather than reactive; (3) Maintain control over volatile conversations; and (4) 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. Twelve chapters comprise this book: (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; and (12) What Works in All Cases. The book also contains a Preface, Acknowledgments, About the Authors, Resource: The School Administrators' Code of Ethics, and References.