TY  - BOOK
AU  - Stone,Douglas
AU  - Heen,Sheila
AU  - Patton,Bruce
TI  - Difficult conversations: how to discuss what matters most 
SN  - 9780670921348
AV  - BF637.C45 S78 2010
PY  - 2011///
CY  - New York
PB  - Portfolio/Penguin Books
KW  - Interpersonal communication
KW  - Case studies
KW  - Communication
KW  - Interpersonal relations
N1  - 'With a foreword by Roger Fisher'--Cover; 'Updated with answers to the 10 most frequently asked questions about difficult conversations'--Cover; First published in the U.S.A. by Viking Penguin, 1999; 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 -- Ten questions people ask about difficult conversations -- A road map to Difficult conversations
N2  - From the Harvard Negotiation Project, the organization that brought readers 'Getting to Yes, Difficult Conversations' provides a step-by-step approach to having those tough conversations with less stress and more success. This edition includes a new chapter
ER  -