A groundbreaking method for our most challenging conversations, this practical step-by-step guide will transform your conversations into productive, problem-solving experiences. Based on 15 years of research and consultations with thousands of people, Difficult Conversations pinpoints what works. The authors discovered that regardless of context, the same small but crucial errors are what trip us up, and a few key adjustments can make all the difference. The role of emotions

ours and theirs. The impact of what is said and what is not said. Why admitting our mistakes will put us in a stronger position. The truth behind the myth that women are better at expressing their emotions than men. How to respond productively in the face of personal attacks.
Understanding what’s not being said as well as what is. Filled with examples from everyday life, this is certain to be an instant and lasting classic for families, neighbours, bosses, employees, customers, tenants, landlords, psychologists, teachers, and more.