Difficult Conversations: How to Discuss What Matters Most (3Ed. Fully Updated & Revised)

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"--