Managing Difficult, Frustrating, and Hostile Conversations [microform] : Strategies for Savvy Administrators / Georgia J. Kosmoski and Dennis R. Pollack.

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 bein...

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Bibliographic Details

Online Access:	Request ERIC Document
Main Author:	Kosmoski, Georgia J.
Other Authors:	Pollack, Dennis R.
Format:	Microfilm Book
Language:	English
Published:	[Place of publication not identified] : Distributed by ERIC Clearinghouse, 1999.
Subjects:	Antisocial Behavior. Audience Awareness. Communication Problems. Communication Skills. Confidentiality. Conflict Resolution. Elementary Secondary Education. Interpersonal Communication. Language Skills. Nonverbal Communication. Social Cognition. Verbal Abuse.