Difficult conversations : how to discuss what matters most
By: Stone, Douglas
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Contributor(s): Patton, Bruce | Heen, Sheila.
Material type: 
BookPublisher: New York : Penguin Books, 1999Description: 250 p.ISBN: 014028852.Subject(s): Comunicação | Comunicação Interpessoal| Item type | Current location | Collection | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Livro Geral | Biblioteca Graciliano Ramos | Livro Geral | 16S8771d (Browse shelf) | 1 | Available | 10009868 |
The problem 1. Sort out the three conversations Shift to a learning stance The "what happened?" conversation 2. Stop arguing about who's right: explore each other's stories 3. Don't assume they meant it: disentagle intent from impact 4. Abandon blame: map the contribution system The feelings conversation 5. Have your feeling (or they will have you) The identity conversation 6. Ground your identity: ask yourself what's at stake Create a learning conversation 7. What's your purpose? When to raise it and when to let go 8. Getting started: begin from the third story 9. Learning: listen from the inside out 10. Expression: speak for yourself with clarity and power 11. Problem-solving: take the lead 12. Putting it all together
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