Difficult conversations : craft a clear message, manage emotions, focus on a solution (Book, 2016) [Williams]
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Difficult conversations : craft a clear message, manage emotions, focus on a solution

Author: Harvard Business Review Press,
Publisher: Boston : Harvard Business Review Press, cop. 2016.
Series: 20-minute manager series
Edition/Format:   Print book : EnglishView all editions and formats
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Details

Document Type: Book
All Authors / Contributors: Harvard Business Review Press,
ISBN: 9781633690783 1633690784
OCLC Number: 974889602
Notes: Includes index.
Description: 110 str. : tabele ; 18 cm.
Contents: 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.
Series Title: 20-minute manager series
Responsibility: Harvard Business Review Press.
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