| Phys. Description |
xxxiii, 315 pages ; 20 cm. |
| Note |
Previous edition published in 1999. |
| Contents |
Sort out the three conversations -- Stop arguing about who's right: explore each other's stories -- Don't assume they meant it: disentangle intent from impact -- Abandon blame: map the contribution system -- Have your feelings (or they will have you) -- Ground your identity: ask yourself what's at stake -- What's your purpose?: when to raise it and when to let go -- Getting started: begin from the third story -- Learning: listen from the inside out -- Expression: speak for yourself with clarity and power -- Problem-solving: take the lead -- Putting it all together -- Ten questions people ask about difficult conversations -- Notes on some relevant organisations. |
| Summary |
Provides a step-by-step approach to having those tough conversations with less stress and more success. Learn how to: decipher the underlying structure of every difficult conversation; start a conversation without defensiveness; listen for the meaning of what is not said; stay balanced in the face of attacks and accusations; and, move from emotion to productive problem solving. |
| Subject |
Interpersonal skills
|
|
Interpersonal relations
|
|
Social skills
|
| Alt Author |
Heen, Sheila, author
|
|
Patton, Bruce, author
|
| ISBN |
9780143118442 |
| Marc |
BF637.C45 S78 2010 |
|
