01581nam a2200181   450000100060000001000150000609000100002110000410003110100080007220001280008021000340020821500160024233009750025860600260123370000250125985200120128499501030129631612  a014028852X  a31612  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.  aNEGOCIAÇÃO915633  aSTONEbDougas924250  jNEG_STO  104NEG__STO52021-12-176112GRAL935566aDGPJcDGPJfDGPJ112GRAL386036kNEG_STOn2021-12-17o0rMO