02443nam a2200349 i 4500 44800 BD-DhAAL 20250915162440.0 250915t2016 mau 001 0 eng d 2015032649 9781633690783 9781633690790 18919121 DLC eng DLC rda DLC BD-DhAAL pcc HF5718 .D54 2016 658.45 23 Difficult conversations : craft a clear message, manage emotions, focus on a solution. Difficult conversations Boston : Harvard Business Review Press, 2016. ix, 110 pages ; 18 cm 20-minute manager series 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. Donated by Farhana Zahir, Assistant Professor, BRAC Business School, BRAC University 44800 Business communication. Interpersonal communication. Harvard Business Review Press, publisher. 59332 Ayesha Abed Library General Stacks ddc BK 47541 47541 0 0 ddc 0 658_450000000000000_DIF 0 78195 BRACUL BRACUL NEW 2025-09-15 Donated by Farhana Zahir, Assistant Professor, BRAC Business School, BRAC University 1 658.45 DIF 3010044800 2025-12-13 2025-12-11 1 2025-09-15 BK Donated by Farhana Zahir, Assistant Professor, BRAC Business School, BRAC University ; USD 12.95