By Douglas Stone et. al.
"Much as we try to avoid them, difficult conversations are part of life. And we often handle them badly. This ground-breaking book will give you the know how to tackle even the most challenging conversations:
Know when to speak and when to listen
Stop laying blame and start being positive
The role of feelings, yours and theirs
Say what you mean, don't make others guess
Understand what's not being said as well as what is
Transform a battle into a learning conversation"
