000			01664cam a2200217 i 4500
005			20230214123324.0
008			151228s2016 mau 001 0 eng
020			_a9781633690783
041			_aeng
082	0	0	_a658.4022 _bHBR/D
100			_aHarvard Business Review Press
245	0	0	_aDifficult Conversations : _bCraft a Clear Message, Manage Emotions, Focus on a Solution / _cHarvard Business Review Press
260			_aBoston: _bHBR Press, _cc2016.
300			_aix, 110p.
490	0		_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'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.
650		0	_aBusiness communication.
650		0	_aInterpersonal communication.
942			_cBK
999			_c4351 _d4351