9780140288520

Difficult Conversations

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  • ISBN13:

    9780140288520

  • ISBN10:

    014028852X

  • Format: Paperback
  • Copyright: 2000-04-01
  • Publisher: PENGUIN
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Summary

Walks the reader through a proven step-by-step approach for how to have your toughest conversations with less stress and more success. Reveals how to prepare, how to start the conversation without defensiveness, and how to keep it constructive and focused, regardless of how the other person responds. Softcover. DLC: Interpersonal communication.

Table of Contents

Foreword vii
Roger Fisher
Acknowledgments ix
Introduction xv
The Problem 1(20)
Sort Out the Three Conversations
3(18)
Shift to a Learning Stance 21(108)
The ``What Happened?'' Conversation
23(2)
Stop Arguing About Who's Right: Explore Each Other's Stories
25(19)
Don't Assume They Meant It: Disentangle Intent from Impact
44(14)
Abandon Blame: Map the Contribution System
58(27)
The Feelings Conversation
83(2)
Have Your Feelings (Or They Will Have You)
85(26)
The Identity Conversation
109(2)
Ground Your Identity: Ask Yourself What's at Stake
111(18)
Create a Learning Conversation 129(106)
What's Your Purpose? When to Raise It and When to Let Go
131(16)
Getting Started: Begin from the Third Story
147(16)
Learning: Listen from the Inside Out
163(22)
Expression: Speak for Yourself with Clarity and Power
185(16)
Problem-Solving: Take the Lead
201(16)
Putting It All Together
217(18)
A Road Map to Difficult Conversations 235(14)
A Note on Some Relevant Organizations 249

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