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Difficult Conversations

How to Discuss What Matters Most

By: Bruce Patton, Douglas Stone, Sheila Heen

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Paperback | 25 May 2000 | Edition Number 1

At a Glance

Paperback
272 Pages

Dimensions(cm)
19.5 x 12.8 x 1.7

Paperback

RRP $32.99

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A groundbreaking method for our most challenging conversations, this practical step-by-step guide will transform your conversations into productive, problem-solving experiences. Based on 15 years of research and consultations with thousands of people, Difficult Conversations pinpoints what works. The authors discovered that regardless of context, the same small but crucial errors are what trip us up, and a few key adjustments can make all the difference.

The role of emotions - ours and theirs.

The impact of what is said and what is not said.

Why admitting our mistakes will put us in a stronger position.

The truth behind the myth that women are better at expressing their emotions than men.

How to respond productively in the face of personal attacks.

Understanding what's not being said as well as what is.
Filled with examples from everyday life, this is certain to be an instant and lasting classic for families, neighbours, bosses, employees, customers, tenants, landlords, psychologists, teachers, and more.

Industry Reviews

Valuable analysis of just about any verbal interaction which goes beyond 'pass the butter, please'. Everybody has 'discussions' like the examples given here: where neither side says what's really on their mind, nobody is truly satisfied with the outcome and both parties come away with bad feelings, facing future awkwardness, resentment or worse. The authors hail from the Harvard Negotiation Project, part of Harvard Law School, and provide an intriguing breakdown of conversations into different formats, suggest some surprising new ways of looking at what's going on, learnign from the situation and adopting different strategies to resolve problems. (Kirkus UK)

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