TY  - BOOK
AU  - Kosmoski, Georgia J.
AU  - Pollack, Dennis R.
TI  - Managing difficult, frustrating, and hostile conversations : strategies for savvy administrators
SN  - 0803968094
U1  - 371.2 
PY  - 2000///
CY  - New Delhi: 
PB  - Sage Publications
KW  - aggressiveness
KW  - behaviour modification
KW  - conflict management
KW  - dependent personal
KW  - handling legitimate complaints
KW  - humiliation
KW  - mediation
KW  - school administrators
KW  - United State
ER  -