"The 10th-anniversary edition of the New York Times business bestseller-now updated with 'Answers to Ten Questions People Ask' We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. You'll learn how to: ] Decipher the underlying structure of every difficult conversation ] Start a conversation without defensiveness ] Listen for the meaning of what is not said ] Stay balanced in the face of attacks and accusations ] Move from emotion to productive problem solving"--
