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Difficult Conversations

How to Discuss What Matters Most

Douglas Stone, Bruce Patton, Sheila Heen & Roger Fisher

Excerpt from Amazon.com review: We've all been there: We know we must confront a coworker, store clerk, or friend about some especially sticky situation–and we know the encounter will be uncomfortable. So we repeatedly mull it over until we can no longer put it off, and then finally stumble through the confrontation. Difficult Conversations offers advice for handling these unpleasant exchanges in a manner that accomplishes their objective and diminishes the possibility that anyone will be needlessly hurt. The authors, associated with Harvard Law School and the Harvard Project on Negotiation, show how such dialogues actually comprise three separate components: the "what happened" conversation (verbalizing what we believe really was said and done), the "feelings" conversation (communicating and acknowledging each party's emotional impact), and the "identity" conversation (expressing the situation's underlying personal meaning).



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