Difficult Conversations: How to Discuss What Matters Most

The Authors Cover Difficult Situations In Both Personal And Professional Life. The Problem : Sort Out The Three Conversations -- Shift To A Learning Stance : The What Happened? Conversation ; Stop Arguing About Who's Right : Explore Each Other's Stories ; Don't Assume They Meant It : Disentangle Intent From Impact ; Abandon Blame : Map The Contribution System : The Feelings Conversation ; Have Your Feelings (or They Will Have You) : The Identity Conversation ; Ground Your Identity : Ask Yourself What's At Stake -- Create A Learning Conversation : What's Your Purpose? When To Raise It And When To Let It Go ; Getting Started : Begin From The Third Story ; Learning : Listen From The Inside Out ; Expression : Speak For Yourself With Clarity And Power ; Problem-solving : Take The Lead ; Putting It All Together -- A Road Map Ti Difficult Conversations -- A Not On Some Relevant Organizations. Douglas Stone, Bruce Patton, Sheila Heen.