Difficult Conversations

The authors draw on 15 years of work with the Harvard Negotiation Project and talks with thousands of people in presenting this step-by-step approach. They describe the best way to address dilemmas such as a conflict with an ex-spouse; delivering bad news to a customer or client; negotiating care for an aging parent; facing racial tensions or politics in the workplace; and more. Learn to minimize defensiveness and anxiety when you talk about both positive and negative things closest to your heart.