NEG_STO
Monografia
112GRAL
STONE, Dougas, e outros
Difficult conversations : how to discuss what matters most / Douglas Stone, Bruce Patton, Sheila Heen ; Roger Fisher (forword).- New York : Penguin Books, 1999.- 250p. ; 20cm
ISBN 0-14-028852-X (Broch.) :
NEGOCIAÇÃO
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.