 | Difficult Conversations: How To Discuss What Matters Most By Douglas Stone, Bruce Patton, Sheila Heen
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Product Description
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
- Amazon Sales Rank: #1076 in Books
- Published on: 2010-11-02
- Released on: 2010-11-02
- Original language: English
- Number of items: 1
- Dimensions: .70" h x 5.00" w x 7.70" l, .55 pounds
- Binding: Paperback
- 352 pages
Amazon.com Review
We've all been there: We know we must confront a coworker, store clerk, or friend about some especially sticky situation--and we know the encounter will be uncomfortable. So we repeatedly mull it over until we can no longer put it off, and then finally stumble through the confrontation. Difficult Conversations, by Douglas Stone, Bruce Patton, and Sheila Heen, offers advice for handling these unpleasant exchanges in a manner that accomplishes their objective and diminishes the possibility that anyone will be needlessly hurt. The authors, associated with Harvard Law School and the Harvard Project on Negotiation, show how such dialogues actually comprise three separate components: the "what happened" conversation (verbalizing what we believe really was said and done), the "feelings" conversation (communicating and acknowledging each party's emotional impact), and the "identity" conversation (expressing the situation's underlying personal meaning). The explanations and suggested improvements are, admittedly, somewhat complicated. And they certainly don't guarantee positive results. But if you honestly are interested in elevating your communication skills, this book will walk you through both mistakes and remedies in a way that will boost your confidence when such unavoidable clashes arise. --Howard Rothman
From Publishers Weekly
Bringing together the insights of such diverse disciplines as law, organizational behavior, cognitive, family and social psychology and "dialogue" studies, Stone, Patton and Heen, who teach at Harvard Law School and the Harvard Negotiation Project, illustrate how to handle the challenges involved in effectively resolving "difficult conversations," whether in an interpersonal, business or political context. While many of their points are simplisticAdon't ignore your feelings, consider the other person's intentions, take a break from the situationAthey're often overlooked in stressful moments. Most useful are the strategies for disarming the impulse to lay blame and for exploring one's own contribution to a tense situation. Also of value are specific recommendations for bringing emotions directly into a difficult discussion by talking about them and paying attention to the way they can subtly inform judgments and accusations. If these recommendations aren't followed, the authors contend, emotions will seep into the discussion in other, usually damaging, ways. Stone, Patton and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format. While "difficult conversations" may not have the intrinsic appeal of the Harvard Negotiation Project's previous bestseller, Getting to Yes, this book is a cogent resource for those who see the sense in preparing for tough talks in advance. Agent, Esther Newberg. Ad/promo; author tour. (Apr.) FYI: Patton is the co-author of Getting to Yes.
Copyright 1999 Reed Business Information, Inc.
From Library Journal
Stone and his coauthors, teachers at Harvard Law School and the Harvard Negotiation Project, present an informative, practical guide to the art of handling difficult conversationsAe.g., firing an employee, ending a relationship, or discussing marital conflicts. The information is based on 15 years of research and thousands of personal interviews. The authors define a difficult conversation as "anything you find it hard to talk about." Each chapter recommends step-by-step techniques that can lead to a more constructive approach for dealing with distressing interactions, so that a difficult conversation can become a learning conversation. Examples of right and wrong conversations from everyday life are used throughout the book, which is extremely well organized and easy to follow. This will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives. Recommended for self-help collections in public and academic libraries. A Elizabeth Goeters, Georgia Perimeter Coll., Dunwoody
Copyright 1999 Reed Business Information, Inc.
Most helpful customer reviews
226 of 232 people found the following review helpful.
Foundational for discussing what matters most
By Billykev
There were 3 aspects of this book that made a differecne for me: Thinking Differently, Making Shifts, and understanding the Structure found in all difficult conversations. If you understand these aspects it will significantly improve how well you handle difficult conversations.
This is about Thinking Differently-- 1. This is an approach. 2. It's not about doing differently; it's about thinking differently. 3. It's about shifting from a message delivery stance to a learning stance. 4. All difficult conversations have the same structure. The structure is almost always "below the surface." It is hidden in what people are thinking and feeling, but not saying.
Shifts (with this approach)-- We must shift our internal orientation: FROM: Certainty (I understand) TO: Curiosity (Help me understand); FROM: I am right TO: I am curious; FROM: I know what was intended TO:I know the impact; FROM: I know who is to blame TO: I know who contributed what; FROM: Debate TO: Exploration; FROM: Simplicity TO: Complexity; FROM: "Either/or" TO: "And".
Understanding the Structure-- 1. All difficult conversations share a common structure. To make the structure visible, we not only need to understand what was said, but also what was not said. We need to understand what the people involved are thinking and feeling, but not saying to each other. This is usually where the real action is. 2. What makes a conversation difficult? The gap between what you are really thinking and what you are saying is part of it. 3. Our thoughts and feelings of all difficult conversations fall into the same three categories, or "conversations". 4. And, in each of the conversations, we make predictable errors that distort our thoughts and feelings and get us in trouble. 5. There predictable errors can be overcome this specific strategies that the authors suggest.
I have developed workshops based on this material that we are finding very helpful in our hospital setting.
Spend some time with this book - it will be worth your while.
115 of 121 people found the following review helpful.Very Informative and helpful
By M. A. ZAIDI
Everyone of us has gone through difficult conversations, arguments that were leading no where or felt that we were unjustifiably being taken advantage of. The solution - read this book. The authors have done a remarkable work in presenting conversations (real examples) that we can relate to. They educate the reader with the pitfalls and means o avoid them.
In difficult conversations the participants generally fall trap to the three common crippling assumptions which are:
1. The Truth assumption : I am right you are wrong
2. The Intention Invention : When the other persons intentions are unclear a common perception is that they are bad
3. The Blame Frame : Blame the other produces disagreement, denial and little learning
The authors map a path by showing how to avoid the pitfalls when facing a difficult conversation and come out as a winner. In our life we prepare for almost every thing, like schooling and college for career etc. it is somewhat surprising that conversations that truly are a means to progress we spend little time on; this is one of the books in this area. I highly recommend that you read it.
61 of 64 people found the following review helpful.Conversations Need Not Be Difficult
By Alice Stamm
Isn't there someone you've been wanting to discuss something with for years and, for one reason or another, couldn't broach the subject? Perhaps the subject is sensitive. Perhaps the other person isn't easy to communicate with. Perhaps you, yourself, want to avoid what you know will be a confrontational situation. I've had this problem for years with someone about a subject that needed clarification. No matter how many scenarios I mulled over in my mind in anticipation of having this conversation, they all pointed to disaster.
Not only did I read "Difficult Conversations" from cover to cover, but have already employed the authors' suggestions in broaching a sensitive subject with a family member. After years of worrying about the potential horrific reactions, I was able to elicit a positive response. The other party didn't become defensive, but, rather, wonderfully receptive to what had been preying on my mind for years.
If you're worrying about having one of those difficult conversations, believe me, it's needless. Pick up a copy of this very clearly written and powerfully effective book and discover that no conversation has to be difficult as long as you have the right attitude and tools.
http://astore.amazon.com/amazon-book-books-20/detail/0143118447
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