02572cam a2200361 i 4500 TVCDKTCT104686 20200630100631.000 151228s2016 mau 001 0 eng Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 i1 2015032649 9781633690783 (alk. paper) DLC eng DLC rda DLC eng pcc HF5718 .D54 2016 658.45 D301F Harvard Business Review Difficult conversations : craft a clear message, manage emotions, focus on a solution, Harvard Business School. Boston : Harvard Business Review Press, 2016. ix, 110 pages ; 18 cm. text rdacontent unmediated rdamedia volume rdacarrier 20-minute manager series Includes index. What makes a conversation difficult? -- Conflicting interests -- Different personal styles -- Lack of trust -- Different views of the facts -- Strong emotions -- Think it through -- Should you act? -- When you decide to have a difficult conversation -- Prepare for the difficult conversation -- Assess the facts and your assumptions -- Address the emotions -- Acknowledge you'e part of the problem -- Identify a range of positive outcomes -- Develop a strategy, not a script -- Conduct the conversation -- Acknowledge the other person -- Frame the problem -- Ask questions and listen -- Look for common ground -- Adapt and rebalance -- Establish commitments -- Follow through -- How did you do? -- Jot down your impressions -- Follow up in writing -- Keep your commitments -- Become a better communicator -- Reflect before you speak -- Connect with others -- Before you talk, listen -- Make your words count -- Establish a feedback loop -- Address problems head-on -- Learn more -- Sources -- Index. You have to talk with a colleague about a fraught situation, but you're worried that they'll yell or blame you or shut down. You fear your emotions could block you from a resolution. But you can communicate in a way that's constructive - not combative.Difficult Conversations walks you through: Uncovering the root cause of friction. Maintaining a positive mind-set. Untangling the problem together. Agreeing on a way forward Tặng Business communication. Interpersonal communication. Kế Toán Kho Sách 100052524, 100053324