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

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

9780140288520 (pbk.)
014028852X (pbk.)

New York, N.Y. : Penguin Books, 2000.

©1999

English

xxi, 250 pages : illustrations ; 20 cm

BF637.C45 S78 2000

158.2

"Whether we're dealing with an underperforming employee, disagreeing with our spouse about money or child-rearing, negotiating with a difficult client, or simply saying "no," or "I'm sorry," or "I love you," we attempt or avoid difficult conversations every day. No matter how competent we are, we all have conversations that cause anxiety and frustration." "Based on fifteen years of research at the Harvard Negotiation Project, Difficult Conversations walks you through a proven step-by-step approach for how to have your toughest conversations with less stress and more success. It shows you how to prepare yourself; how to start the conversation without defensiveness; and how to keep it constructive and focused regardless of how the other person responds. Book jacket."--BOOK JACKET.

Originally published: New York, N.Y. : Viking, 1999.

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