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Difficult conversations : how to discuss what matters most

Author: Douglas Stone; Bruce Patton; Sheila Heen
Publisher: New York, N.Y. : Penguin Books, 2000.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"Whether we're dealing with an underperforming employee, disagreeing with our spouse about money or child-rearing, negotiating with a difficult client, or simply saying "no," or "I'm sorry," or "I love you," we attempt or avoid difficult conversations every day. No matter how competent we are, we all have conversations that cause anxiety and frustration." "Based on fifteen years of research at the Harvard  Read more...
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Genre/Form: Case studies
Document Type: Book
All Authors / Contributors: Douglas Stone; Bruce Patton; Sheila Heen
ISBN: 014028852X 9780140288520
OCLC Number: 977270390
Description: xxi, 250 pages : illustrations ; 24 cm
Contents: Foreword / Roger Fisher --
The Problem --
1. Sort Out the Three Conversations --
Shift to a Learning Stance --
The "What Happened?" Conversation --
2. Stop Arguing About Who's Right: Explore Each Other's Stories --
3. Don't Assume They Meant It: Disentangle Intent from Impact --
4. Abandon Blame: Map the Contribution System --
The Feelings Conversation --
5. Have Your Feelings (Or They Will Have You) --
The Identity Conversation --
6. Ground Your Identity: Ask Yourself What's at Stake --
Create a Learning Conversation --
7. What's Your Purpose? When to Raise It and When to Let Go --
8. Getting Started: Begin from the Third Story --
9. Learning: Listen from the Inside Out --
10. Expression: Speak for Yourself with Clarity and Power --
11. Problem-Solving: Take the Lead --
12. Putting It All Together --
A Road Map to Difficult Conversations.
Responsibility: Douglas Stone, Bruce Patton, Sheila Heen.

Abstract:

The members of the Harvard Negotiation Project that brought readers the mega-bestseller "Getting to YES" now show how to handle the most difficult conversations with confidence and skill.  Read more...

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"These talented communicators blend a daunting array of disciplines into highly readable and practical advice". -- Booklist

 
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