ERIC Number: ED450455
Record Type: Non-Journal
Publication Date: 1999-Dec
Reference Count: N/A
Managing Difficult, Frustrating, and Hostile Conversations: Strategies for Savvy Administrators.
Kosmoski, Georgia J.; Pollack, Dennis R.
Analyzing particular encounters, this report identifies proven strategies to better control hostile conversations. Chapter 1, "Defusing the Angry Screamer," indicates the importance of controlling both voice and word choice, depersonalizing tirades, ascertaining triggering events, and being attuned to signs of escalation. Chapter 2, "Dealing With Embarrassment or Humiliation," suggests leaders must remain aware of their vulnerability to embarrassment and the need for calm and humor. Chapter 3, "Handling Legitimate Complaints," reveals the importance of treating all complaints seriously, documentation, and avoiding defensiveness. Chapter 4, "Under the Influence of Drugs or Alcohol," explains the grave risks posed by people under the influence, the need for their immediate isolation, and possible roles for police. Chapter 5, "Refusing to Be Coerced," examines the importance of ethical behavior by administrators and staff. Chapter 6, "Discouraging the Dependent Personality," demonstrates how to discourage dependent behaviors. Chapter 7, "Serving as Mediator When Friction Exists," assesses effective elements of positive mediation. Chapter 8, "Disabling the Backstabber," stresses the difficulty in responding to disloyal colleagues. Chapter 9, "Maintaining Confidentiality," explores the difficult issues involved in preserving confidentiality in the face of requests for information. Chapter 10, "What Works in All Cases," summarizes essential strategies for responding to difficult and stressful conversations. (Contains "The School Administrator's Code of Ethics" and 90+ references.)(TEJ)
Descriptors: Antisocial Behavior, Audience Awareness, Communication Problems, Communication Skills, Confidentiality, Conflict Resolution, Elementary Secondary Education, Interpersonal Communication, Language Skills, Nonverbal Communication, Social Cognition, Verbal Abuse
Corwin Press, Inc., 2455 Teller Rd., Thousand Oaks, CA 91320-2218 (paperback: ISBN-0-8039-6809-4, $19.95). Tel: 805-499-9734; Fax: 800-4-1-SCHOOL; e-mail: firstname.lastname@example.org; Web site: http://www.corwinpress.com.
Publication Type: Books; Guides - Non-Classroom
Education Level: N/A
Authoring Institution: N/A