xxxiii, 315 pages : illustrations ; 20 cm
9780143118442 paperback 0143118447 paperback
"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.
Formatted Contents Note
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.