TY  - BOOK
AU  - Stone,Douglas
AU  - Patton,Bruce
AU  - Heen,Sheila
TI  - Difficult conversations: how to discuss what matters most
SN  - 9780670921348
PY  - 2011///
CY  - London
PB  - Portfolio Penguin
KW  - Communication
KW  - Interpersonal relations
KW  - Assertiveness
KW  - Negotiation skills
KW  - Management and leadership
N2  - Don't panic.  Difficult conversations are inevitable, but the leaders of the Harvard Negotiation Project are here to teach you how to negotiate a pay rise, resolve a dispute or even let someone go.

Arming you with the right techniques and tools in this step-by-step guide, you will learn how to manage your feelings, empathise, avoid the blame game and really listen.

Difficult Conversations gives you the know-how to tackle even the most challenging exchanges
ER  -