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Difficult
Conversations:
How to Discuss What Matters Most
 by
Douglas Stone, Bruce Patton and Sheila Heen
Viking Books 1999 (Hardcover)
Penguin Books 2000 (Paperback)
Purchase from the PON Clearinghouse
Description:
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.
This New York Times business bestseller can
help. 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.
You'll learn how to:
- Decipher the underlying structure of every difficult
conversation
- Interpret the significance of what is said - and what
is not
- Identify the erroneous but deeply ingrained assumptions
that keep you stuck
- Manage strong emotions - yours and theirs
- Spot ways your self-image affects the conversation -
and ways the conversation affects your self-image
Filled with examples from everyday life, Difficult Conversations
will help you at home, on the job, or out in the world. It
is a book you'll turn to again and again for advice, practical
skills, and reassurance.
"Does this book deliver on [its] promise of an effective
way through sticky situations, whether 'with your baby sitter
or your biggest client'? It does."-- The New York Times
"These talented communicators blend a daunting array
of disciplines into highly readable and practical advice."--
Booklist
"Brilliant. . . . I've already re-read most of it. I'm
using it. What more could a reader ask?"-- Tom Peters
"Emotional Intelligence applied to life's tough moments."--
Daniel Goleman
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