Difficult conversations : craft a clear message, manage emotions, focus on a solution, Harvard Business School.
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...
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| 主要作者: | |
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| 格式: | 圖書 |
| 語言: | English |
| 出版: |
Boston :
Harvard Business Review Press,
2016.
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| 叢編: | 20-minute manager series
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| 主題: | |
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| Thư viện lưu trữ: | Thư viện Trường CĐ Kỹ Thuật Cao Thắng |
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書本目錄:
- 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.