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A genuine concern for school personnel
The reactive nature of education
Confrontational parents and your colleagues
The RAID approach
RAID step one : recognizing the potential for a volatile encounter
RAID step two : assessing your ability to emotionally handle the situation
RAID step three : identifying your advantages
RAID step four : diffusing anger during initial approach and greeting
Putting the RAID approach to work
The worst-case scenario
and after
Four great questions
Resource A : traumatic stress reactions questionnaire.

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