01577nam a2200205 4500 31612 014028852X 31612 20120831d1999 y0pory50 ba eng Difficult conversations how to discuss what matters most Douglas Stone, Bruce Patton, Sheila Heen Roger Fisher (forword) New York Penguin Books 1999 250p. 20cm INTRODUCTION : 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. NEGOCIAÇÃO 15633 STONE Dougas 24250 NEG_STO 0 NEG__STO 2021-12-17 112GRAL 35566 DGPJ DGPJ DGPJ112GRAL386036 NEG_STO 2021-12-17 0 MO