Difficult conversations : how to discuss what matters most / Douglas Stone, Bruce Patton, Sheila Heen.

Format:

Book

Author/Creator:

Stone, Douglas, 1958- author.

Patton, Bruce, author.

Heen, Sheila, author.

Language:

English

Subjects (All):

Interpersonal communication.

Interpersonal communication--Case studies.

Genre:

Case studies.

Physical Description:

xxiv, 372 pages ; 20 cm

Edition:

Third edition, fully updated and revised.

Revised edition.

Place of Publication:

[New York, New York] : Penguin Books, an imprint of Penguin Random House LLC, 2023.

Summary:

"The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask" We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll 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 · Move from emotion to productive problem solving"-- Provided by publisher.

Contents:

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

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

Ten Questions People Ask About Difficult Conversations.

Notes:

Revised edition of Difficult conversations, 1999.

Place of publication from publisher's website.

Other Format:

Online version: Stone, Douglas. Difficult conversations

ISBN:

9780143137597

014313759X

OCLC:

1362869299