the part of a Òdifficult conversationÓ that addresses disagreements about what has happened or what should happen, whoÕs right and whoÕs wrong. (Douglas Stone, Bruce Patton and Sheila Heen, Difficult Conversations [Viking/Penguin, 1999], 7)
The following items are tagged what happened?.
Adapted from “Can You Break the Cycle of Bad Communication?” by Susan Hackley, Managing Director, the Program on Negotiation at Harvard Law School.
“What happened?”
“How did a pleasant discussion turn sour?”
“Why did the deal unravel at the last minute?”
If you’ve ever come away from a negotiation asking questions like this, poor communication may be to blame,
The notion that all difficult conversations carry a common underlying structure that can be divided into three distinguishable categories or “conversations”; 1) The “What Happened?” Conversation, 2) the Feelings Conversation, 3) and the Identity Conversation. (Douglas Stone, Bruce Patton and Sheila Heen, Difficult Conversations [Viking/Penguin, 1999], 4, 7)
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