TY  - BOOK
AU  - Stone, Douglas.
AU  - Patton, Bruce.
AU  - Heen, Sheila.
TI  - Difficult conversations: how to discuss what matters most / 
SN  - 9780143118442
U1  - 158.2 
PY  - 2010///
CY  - New York
PB  -  Penguin Books
N1  - include index
N2  - 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"-- Provided by publisher
ER  -