Difficult Conversations

Difficult Conversations

How to Discuss What Matters Most

Book - 2010
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Penguin Putnam
The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask"

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to:

· Decipher the underlying structure of every difficult conversation 
· Start a conversation without defensiveness 
· Listen for the meaning of what is not said 
· Stay balanced in the face of attacks and accusations
· Move from emotion to productive problem solving

Publisher: New York : Penguin Books, c2010
Edition: 10th anniversary ed., 2nd ed.
ISBN: 9780143118442
Characteristics: xxxiii, 315 p. : ill. ; 20 cm
Additional Contributors: Heen, Sheila
Patton, Bruce


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Jan 23, 2018

I found bullet points effective, and could still eye ball and grasp the tiered / nested points... made into a map - big deal!
Analysis of case studies is boring, lots of repetitions (in essence). Anyhow what I learned and verified here may morph into some seamless actions, hopefully.


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