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Kosmoski, Georgia J.; Pollack, Dennis R. – 1999
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,…
Descriptors: Antisocial Behavior, Audience Awareness, Communication Problems, Communication Skills
