Preface -- Dedication -- About the authors -- Defusing the angry screamer -- Dealing with public humiliation -- Handling parents with blinders -- Neutralizing a person under the influence of drugs or alcohol -- Refusing to be coerced -- Confronting a colleague who steals your work -- Surviving a false sexual accusation -- Curbing the school gossip -- Reversing a nonsupporting action -- What works: 15 most often used strategies for difficult, frustrating, and hostile conversations -- Resource A: Teachers' code of ethics.