Difficult conversations : craft a clear message, manage emotions, focus on a solution

Publication/Creation:

Boston : Harvard Business Review Press, [2016]

Resource Type:

Book

More Details

Additional/Related Title Information

Full Title:

Difficult conversations : craft a clear message, manage emotions, focus on a solution / Harvard Business Review Press

Series Titles:

20 minute manager series
20 minute manager series.

Related Names

Additional Author/Creators:

Harvard Business Review Press, publisher

Subjects/Genre

Subjects:

Business communication
Interpersonal communication

Description/Summary

Table of Contents:

What makes a conversation difficult? -- Conflicting interests -- Different personal styles -- Lack of trust -- Different views of the facts -- Strong emotions -- Think it through -- Should you act? -- When you decide to have a difficult conversation -- Prepare for the difficult conversation -- Assess the facts and your assumptions -- Address the emotions -- Acknowledge you'e part of the problem -- Identify a range of positive outcomes -- Develop a strategy, not a script -- Conduct the conversation -- Acknowledge the other person -- Frame the problem -- Ask questions and listen -- Look for common ground -- Adapt and rebalance -- Establish commitments -- Follow through -- How did you do? -- Jot down your impressions -- Follow up in writing -- Keep your commitments -- Become a better communicator -- Reflect before you speak -- Connect with others -- Before you talk, listen -- Make your words count -- Establish a feedback loop -- Address problems head-on -- Learn more -- Sources -- Index.

Language:

English

Physical Type/Description:

110 pages ; 18 cm.

Additional Identifiers

Catalog ID (MMSID):

9936541302602486

ISBN:

9781633690783 (alk. paper)
1633690784 (alk. paper)

OCLC Number:

907194146

Barcode:

010002810622