01430nam a2200157   450000100060000001000150000610000410002110100080006220001280007021000340019821500160023233009750024860600190122370000180124285200120126031612  a014028852X  a20120831d1999       y0pory50      ba  aeng  aDifficult conversationsehow to discuss what matters mostfDouglas Stone, Bruce Patton, Sheila HeengRoger Fisher (forword)  aNew YorkcPenguin Booksd1999  a250p.d20cm  aINTRODUCTION : A difficult conversation is anything your find it hard to talk about. The dilemma: avoid or confront, it seems there is no good path. This book can help... Difficult conversations are a normal part of life. THE PROBLEM - 1. Sort out three conversations. SHIFT TO A LEARNING STANCE -  The "What happened?" Conversation . 2. Stop arguing about who's rigth: explore each other's stories. 3. Don't assume they meant it: disentangle intent from impact. 4. Abandon blame: map the contribuition system. THE FEELINGS CONVERSATION - 5.  Have your feelings or they will have you). THE IDENTITY CONVERSATION - 6. Ground your identity: ask yourself what's at stake. CREATE A LEARNING CONVERSATION - 7. What's your purpose? When to raise it and when to let go. 8. Getting started:begin from the third story. 9. Learning: listen from inside out. 10. expression. speak for yourself with clarity and power. 11. Problem-Solving: take the lead. 12. Putting it all together.  aNEGOCIAÇÃO  aSTONEbDougas  jNEG_STO