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Difficult conversations : craft a clear message, manage emotions, focus on a solution / Harvard Business Review Press.

Difficult conversations : craft a clear message, manage emotions, focus on a solution / Harvard Business Review Press.
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Reserve Title Catalogue Record 18252
. Catalogue Record 18252 ItemInfo Beginning of record . Catalogue Record 18252 ItemInfo Top of page .
Catalogue Information
Field name Details
Record Number 18252
ISBN 9781633690783 (alk. paper)
1633690784 (alk. paper)
Item Number (YBP)12353255
Location 658.45 DIF
Title Difficult conversations : craft a clear message, manage emotions, focus on a solution / Harvard Business Review Press.
Published Boston Harvard Business Review Press, [2016]
Collation 110 pages ; 18 cm.
Content types text
Carrier type volume
Series 20 minute manager series
General Note Includes index.
Bibliography Note Includes bibliographical references (pages 101-103) and index.
Contents Note 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'e 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.
Summary Note This book offers advice on communicating in a way that's constructive, not combative.
Subject Skills development
Dispute settlement
Communication
Business communication
Interpersonal communication
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