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

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're 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.

You have to talk with a colleague about a fraught situation, but you're worried that they'll yell, or blame you, or shut down. You fear your emotions could block you from a resolution. But you can communicate in a way that's constructive--not combative. "Difficult Conversations" walks you through: Uncovering the root cause of friction, Maintaining a positive mind-set, Untangling the problem together, and Agreeing on a way forward.