Student disruption at school can take up an enormous amount of time, energy, and even financial resources. Confrontations can result not only in personal stress for both students and teachers, but in conflicts that involve families and the larger community. However, it's not always easy to know what to do or how to respond. In this original and highly engaging book, Emma Van der Klift suggests that "cross-pollination" - applying the lenses of one field to the issues faced by another - can generate unexpected insights and open new ways to think and act. Based on a year's worth of fascinating interviews with hostage negotiators from all over North America, this book shows how crisis negotiators de-escalate distraught individuals through communication. Instead of relying on either punishment, reward or directives - something commonly done in education - hostage negotiators rely on listening and support and are successful in resolving more than 90 percent of the issues they are called upon to negotiate without loss of life, injury, or the use of coercion. This book offers a wealth of suggestions and advice from negotiators, and is not only about how we can help someone to de-escalate when they are in crisis, but also, and perhaps most importantly, about how we can learn to effectively de-escalate ourselves during difficult interchanges.