craft a clear message, manage emotions, focus on a solution Harvard Business Review Press publisher. text mau Boston Harvard Business Review Press 2016 monographic eng

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ix, 110 pages ; 18 cm 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. Includes index. Business communication Interpersonal communication HF5718 .D54 2016 658.45 9781633690783 9781633690790 2015032649 Ayesha Abed Library DLC 250915 20250915162440.0 44800 eng