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
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