Difficult conversations : craft a clear message, manage emotions, focus on a solution
Book |
Harvard Business Review Press,
Boston :
c2016.
- 1 of 1 Copy Available at Libraries in Niagara Cooperative
- 0 current holds with 1 total copy.
| Branch | Call Number | Location | Holdable? | Status |
|---|---|---|---|---|
| Grimsby | 658.45 Dif | Non-fiction | Copy hold / Volume hold | Available |
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Details
- ISBN: 9781633690783
- Physical Description: wix, 110 pagesprint
- Publisher: Boston : Harvard Business Review Press, c2016.
- Bibliography, etc. Note: Includes 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.