Difficult conversations : craft a clear message, manage emotions, focus on a solution

Harvard Business Review Press, (publisher.).

Record details

ISBN: 9781633690783
ISBN: 1633690784
ISBN: 9781633690790
Physical Description: print
ix, 110 pages ; 18 cm.
Publisher: Boston, Massachusetts : Harvard Business Review Press, [2016]
Copyright: ©2016

Content descriptions

Bibliography, etc. Note:

Includes bibliographical references (pages 101-103) and index.

Formatted 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.