000			02365nam a2200313 i 4500
001			ssj0001913494
003			WaSeSS
005			20251111103055.0
006			m d
007			cr n
008			151228s2016 mau s 001 0 eng d
010			_a 2015032649
020			_a9781633690783
040			_aDLC _beng _cDLC _dDLC _dWaSeSS
041			_aeng
042			_apcc
050	0	0	_aHF5718 _b.D54 2016
245	0	0	_aDifficult conversations _b: craft a clear message, manage emotions, focus on a solution.
260			_aBoston : _bHarvard Business Review Press, _c2016.
300			_aix, 110 pages ; _c18 cm.
490			_a20-minute manager series
500			_aIncludes index.
505	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.
520			_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.
650		0	_aBusiness communication _94067
650		0	_aInterpersonal communication _95568
710			_aHarvard Business Review Press (Firm) _925086
942			_2lcc
999			_c5163 _d5163