| Description |
xvii, 247 pages ; 24 cm |
| Note |
"A Joost Elffers book." |
| Contents |
Don't hear attack. Listen for what is behind the words -- Resist the urge to attack. Change the conversation from the inside -- Talk to the other person's best self -- Differentiate needs, interests, and strategies -- Acknowledge emotions. See them as signals -- Differentiate between acknowledgement and agreement -- When listening, avoid making suggestions -- Differentiate between evaluation and observation -- Test your assumptions. Relinquish them if they prove to be false -- Develop curiosity in difficult situations -- Assume useful dialogue is possible, even when it seems unlikely -- If you are making things worse, stop -- Figure out what's happening, not whose fault it is -- Acknowledge conflict. Talk to the right people about the real problem -- Assume undiscovered options exist. Seek solutions people willingly support. Be explicit about agreements. Be explicit when they change -- Expect and plan for future conflict. |
| Summary |
This manual teaches seventeen fundamentals for turning any conflict into an opportunity for growth. Beautifully packaged in a graphic, two-color format, Changing the Conversation is written by conflict expert Dana Caspersen and is filled with real-life examples, spot-on advice, and easy-to-grasp exercises that demonstrate transformative ways to break out of destructive patterns, to create useful dialogue in difficult situations, and to find long-lasting solutions for conflicts. |
| Subject |
Interpersonal conflict.
|
|
Conflict management.
|
| Added Title |
Seventeen principles of conflict resolution |
| ISBN |
9780143126867 (paperback) |
|
0143126865 (paperback) |
|
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