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Resources To Prevent & Deal With Workplace Conflict With Customers and Colleagues
Defusing Hostile and Volatile Situations For Educators - Book
Providing you with resources to prevent, manage & resolve conflict in the workplace. Our website is a free resource to support individuals, managers and companies increase job satisfaction, reduce, stress, save time, and increase productivity. 
Institute For Cooperative Communication, 252 Cathcart St., Winnipeg, Mb. Canada, R3R 0S2
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Defusing Hostile/Volatile Situations For Educators 
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Do You Face Difficult/Hostile Parents & Members of The Public? 
Announcing Our New Books Written For Teachers, Administrators, Trustees, and School Staff. 
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Educational staff have to deal with all manner of hostile and angry remarks. It's not fair, but it comes with the territory. When hostile and volatile situations occur, YOUR behaviour is going to dictate whether the conversations escalate, or whether they cool down so that something positive and constructive can happen. The thing is, most people haven't had a chance to learn the defusing hostility skills to bring about positive outcomes.  

To address the needs of education staff, we are proud to announce two books that will teach you specific things you can DO to cool down volatile situations, and build bridges with parents and members of the public.  

Defusing Hostile/Volatile Situations (For Educational Personnel) is chock full of specific techniques, and also explains why people act in hostile ways. It is based on extensive research, and follows the content of our seminars on this subject. Weighing in at 184 pages, it walks you through the defusing process, and teaches you the "uncommon skills of defusing".  

Defusing Hostile/Volatile Situations Workbook (For Educational Personnel) is the companion workbook. Sixty pages of exercises and assignments help you practice the skills you have learned, so that you can develop the advanced skills you need. After you complete each of the exercises, you can compare your answers to the ones supplied.  

Ordering Information:  

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Please contact us at or call at (204) 888- 9290. Click HERE for e-mail.  

Our Guarantee:  

Order the book(s) and examine them. If, for any reason, they do not meet your needs, return them within seven days, and we will cancel your invoice.  


Click here to read Chapter I (Introduction-A House Divided) of this book  

Click here to read Chapter II (An Overview of The Defusing Process) of this book 

Click here to read Chapter VI (The Art of Cooperative Language) 

Click here to read Chapter XIV (For Principals & Administrators) of this book  

What's Inside?  


Using This Book  

Chapter I: Introduction (click to read) 

Why is Defusing So Important? 
Defusing - A Neglected Skill Set 
Why Is The Responsibility Mine? 
Important Note On Safety 

Chapter II: The Nature of Angry, Hostile & Abusive Behaviour  

Some Definitions 
Implications & Key Points 
Where Does Hostile/Abusive Behaviour Come From? 
The Rules of The Abuse Game 
The Bait Concept 
What Angry People Need & Want 
How Angry Situat> 

Transfer interrupted!

Food For Thought 

Chapter III: Overview of The Defusing Process  

Introduction & Review 
The CARP System - A Master Strategy 
Principles of Defusing 
Food For Thought 

Chapter IV: The Art of Self Control  

How Do We Lose Self-Control? 
Self-Talk Strategies 
Getting Prepared 
Chapter V: Starting Off Successfully  

Tactics & Strategies 

Chapter VI: The Art of Cooperative Language  

Type I and Type II Language 
Hot Phrases & Words 
Using Questions 
Food For Thought 

Chapter VII: Verbal Self-Defense Techniques  

Introduction & Review 
Food For Thought 

Chapter VIII: Acknowledgment Tactics  

The Empathy Tactic 
Listening Responses 
Food For Thought 

Chapter IX: Countering Non Verbal Intimidation  

Countermeasure Strategies 
Food For Thought 

Chapter X: Referral Techniques  

Referral Tactics 

Chapter XI: Time-Out!  

The Disengagement Tactic 

Chapter XII: Problem Solving  

What Is Problem-Solving 
Problem-Solving Tactics 
Dynamics Specific To Educators 
Food For Thought 

Chapter XIII: Assertive Limit Setting  

Assertive Limit Setting 
Limit Setting Tactics 
Enforcing Limits 
Food For Thought 

Chapter XIV: For Principals/Administrators (click to read) 

Reinforcing Defusing Tactics 
Work Environment Safety 

Chapter XV: Special Situations  

Telephone Hostility 
Intoxicated People 
The Environment  
Audience Situations 
Team Defusing  
Dealing With Threats 
Cultural Issues & Conflict 

Chapter XVI: Closing Comments  

Ongoing Learning Tactics 

About The Author  

Ordering Information 




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