Difficult Conversations: How to Discuss What Matters Most;

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