02299nam a2200289 i 4500001001400000003000700014005001700021006001900038007000600057008004100063010001700104020001800121040003100139041000800170042000800178050002200186245009200208260005200300300002800352490002900380500002000409505104100429520043901470650002701909650003201936710004101968ssj0001913494WaSeSS20251111103055.0m        d        cr  n151228s2016    mau     s     001 0 eng d  a  2015032649  a9781633690783  aDLCbengcDLCdDLCdWaSeSS  aeng  apcc00aHF5718b.D54 201600aDifficult conversationsb: craft a clear message, manage emotions, focus on a solution.  aBoston :bHarvard Business Review Press,c2016.  aix, 110 pages ;c18 cm.  a20-minute manager series  aIncludes index.0 aWhat 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.  aYou 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. 0aBusiness communication 0aInterpersonal communication  aHarvard Business Review Press (Firm)