Table of Contents

Acknowledgments
Preface
The Goal- Meeting the Challenge
Organization of the Book and Special Features
Who Will Benefit?
1. Introduction – Dimensions of Challenging Conversations
What is a Challenging Conversation?
Chat, Challenge and Crisis
Challenging Conversations - Sources of Challenge
Factors That Determine a Challenging Conversation
Crisis or Challenge
You, Your Community and Challenging Conversations
Challenging Conversations - Core Concepts
Power and Influence
Why Have Challenging Conversations – Some Good Reasons to Talk
Why We Avoid Challenging Conversations
Challenging Conversations and a Collaborative School Culture
Summary
Book Study Questions
Case Study Practice – The Principal and the Bully
Your Personal Case Study
2. Engaging in Challenging Conversations
A Framework for Conversations That Matter
Engaging in Challenging Conversations – Principles
Engaging in Challenging Conversations - The Critical Path
Summary
Book Study Questions
Case Study Practice – Cleaning Up
Your Personal Case Study – First Reflection
3. Listening for Meaning
Why Should We Listen? The Case for Active Listening
Active Listening
Non-Verbal Communication
Reframing
Summary
Book Study Questions
Case Study Practice
Your Personal Case Study – Second Reflection
4. Providing Effective Feedback
Elements of Effective Feedback
Barriers to Providing Effective Feedback
Summary
Book Study Questions
Case Study Practice
Your Personal Case Study – Third Reflection
5. Being Assertive
“Be hard on the problem, soft on the people”
Being Assertive- Techniques
Summary
Book Study Questions
Case Study Practice
Your Personal Case Study – Fourth Reflection
6. Managing Anger: Yours and Theirs
What Bugs Me? - Different Things Bother Different People Differently at Different Times
Some Approaches to Anger
Summary
Book Study Questions
Case Study Practice
Your Personal Case Study – Fifth Reflection
7. How Do You Respond to Challenging Conversations?
Your Conversational/Conflict Style – Who are You?
Conversational Strategies – Choices that We Can Make
Factors that Affect Strategy Choice
Summary
Book Study Questions
Case Study Practice
Your Personal Case Study – Final Reflection
8. The School Leader as Mediator - Facilitating the Conversations of Others
Why Get Involved?
The Mediation Process – Facilitating Conversations
Pre-Mediation
The Opening Phase
Resolution Phase
Closing Phase
The Promise of Mediation
Summary
Book Study Questions
Case Study Practice
Afterword
Summary – Key Concepts to Remember
References and Suggested Readings
Resources
Index

Reviews

"The last thing a principal needs is more stress! The contents of this book will help build skills that will ensure that challenging conversations go the way they should—toward resolution and peace."
*Beth Madison, Principal*

"This work will contribute to future administrators′ success as they learn effective communication strategies for handling daily challenges and difficult situations."
*Catherine Alaimo Stickney, Curriculum Coordinator*