TY  - BOOK
AU  - Stone,Douglas
AU  - Patton,Bruce
AU  - Heen,Sheila
TI  - Difficult conversations: how to discuss what matters most 
SN  - 9780143137597
AV  - BF637.C45 S78 2023
U1  - 158.2 23/eng/20230119
PY  - 2023///
CY  - New York
PB  - Penguin Books
KW  - Interpersonal communication
KW  - Case studies
N1  - SIBF2023; Revised edition of Difficult conversations, 1999; P.B
N2  - "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: ʺ Decipher the underlying structure of every difficult conversation ʺ Start a conversation without defensiveness ʺ Listen for the meaning of what is not said ʺ Stay balanced in the face of attacks and accusations ʺ Move from emotion to productive problem solving"--
ER  -