Description |
xxxiii, 315 pages : illustrations ; 20 cm |
Note |
"With a foreword by Roger Fisher"--Cover. |
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"Updated with answers to the 10 most frequently asked questions about difficult conversations"--Cover. |
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First published in the U.S.A. by Viking Penguin, 1999. |
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 -- Ten questions people ask about difficult conversations -- A road map to Difficult conversations. |
Subject |
Interpersonal communication.
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Interpersonal communication -- Case studies.
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Added Author |
Heen, Sheila.
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Patton, Bruce.
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ISBN |
9780143118442 (pbk.) |
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0143118447 (pbk.) |
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