Difficult conversations craft a clear message, manage emotions, focus on a solution
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- 9781633690783
- 658.45 23 DI-
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Item type | Home library | Collection | Shelving location | Call number | Materials specified | Status | Date due | Barcode | |
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OPJGU Sonepat- Campus | General Books | Main Library | 658.45 DI- (Browse shelf(Opens below)) | Available | 145482 |
Includes index.
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.
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