01059nam a2200181   450000100060000001000150000610000410002110100080006220001390007021000410020921500160025030000780026633004250034460600250076960600460079470000250084085200120086531541  a0803968094  a20120813d2000       y0pory50      ba  aeng  aManaging difficult, frustrating, and hostile conversationsestrategies for savy administratorsfGeorgia J. Kosmoski, Dennis R. Pollack  aCaliforniacCorwin Press, INC.d2000  a108p.d23cm  aIncludes bibliographical references and index. | Fundo documental do GRAL  a1. Defusing the angry screamer. 2. Dealing with embarrassment or humiliation. 3. Handling legitimate complaints. 4. Under the influence of dri«ugs or alcohol. 5. Refusing to be coerced. 6. Discouraging the dependent personality. 7. Serving as mediator when friction exists. 8. Disabling the backstabber. 9. Maintaining confidentiality. 10. What works in all cases. RESOURCE A : The School Administrators'Code of Ethics.  aMEDIAÇÃO ESCOLAR  aMEDIAÇÃOyEstados Unidos da América  aKOSMOSKIbGeorgia J.  jMED_KOS