Pt. I. Parental aggression toward school personnel -- 1. A genuine concern for school personnel -- 2. The reactive nature of education -- 3. Confrontational parents and your colleagues -- Pt. II. Addressing parental aggression -- 4. The RAID approach -- 5. RAID step one : recognizing the potential for a volatile encounter -- 6. RAID step two : assessing your ability to emotionally handle the situation -- 7. RAID step three : identifying your advantages -- 8. RAID step four : diffusing anger during the initial approach and greeting -- 9. Putting the RAID approach to work -- Pt. III. Issues, questions, and installation -- 10. The worst-case scenario ... and after -- 11. Four great questions -- Facilitator's guide.