Research Catalog

Title

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

Author

Stone, Douglas, 1958-

Publication

New York, N.Y. : Penguin Books, 2000, ©1999.

Items in the Library & Off-site

Details

Additional Authors

• Patton, Bruce
• Heen, Sheila

Description

xxi, 250 pages : illustrations; 20 cm

Summary

"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."--Jacket.

Alternative Title

How to discuss what matters most

Subject

• Interpersonal communication
• Interpersonal communication > Case studies
• Communication
• Misinformation
• Interpersonal Relations
• Communication interpersonnelle
• Communication interpersonnelle > Études de cas
• Communication
• Information
• Mésinformation
• Communication interpersonnelle
• Conversation

Genre/Form

• Case Reports
• Case studies
• Études de cas.

Note

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

Processing Action (note)

• committed to retain

Contents

Sort out the three conversations -- Stop arguing about who's right: explore each other's stories -- Don't assume they meant it: disentangle intent from impact -- Abandon blame: map the contribution system -- Have your feelings (or they will have you) -- Ground your identity: ask yourself what's at stake -- What's your purpose? When to raise it and when to let go -- Getting started: begin from the third story -- Learning: listen from the inside out -- Expression: Speak for yourself with clarity and power -- Problem-solving: take the lead -- Putting it all together.

ISBN

• 014027782X
• 9780140277821
• 014028852X
• 9780140288520

OCLC

• 44063027
• SCSB-10141015

Owning Institutions

Harvard Library