000			02188cam a2200313 i 4500
999			_c16335 _d16335
001			18919121
003			RULE
005			20181025154216.0
008			151228s2016 mau 001 0 eng
010			_a 2015032649
020			_a9781633690783 (alk. paper)
040			_aDLC _bCDR _cDLC _erda _dDLC
042			_apcc
050	0	0	_aHF5718 _b.D54 2016
082	0	0	_a658.4/5 _223
245	0	0	_aDifficult conversations : _bcraft a clear message, manage emotions, focus on a solution.
264		1	_aBoston : _bHarvard Business Review Press, _c2016.
300			_aix, 110 pages ; _c18 cm.
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
490	0		_a20-minute manager series
500			_aIncludes index.
505	0		_aWhat 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.
650		0	_aBusiness communication.
650		0	_aInterpersonal communication.
710	2		_aHarvard Business Review Press, _epublisher.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cEB