Difficult Conversations

by Stone, Douglas; Patton, Bruce; Heen, Sheila; Fisher, Roger

• ISBN13: 9780140288520
• ISBN10: 014028852X
• Format: Paperback
• Copyright: 2000-04-01
• Publisher: PENGUIN

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