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Difficult Conversations: How to Discuss What Matters Most Kindle Edition

4.6 4.6 out of 5 stars 3,910 ratings

The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask"

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you
Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to:

· Decipher the underlying structure of every difficult conversation
· Start a conversation without defensiveness
· Listen for the meaning of what is not said
· Stay balanced in the face of attacks and accusations
· Move from emotion to productive problem solving

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Popular Highlights in this book

Editorial Reviews

Review

“Does this book deliver on its promise of an effective way through sticky situations, whether ‘with your babysitter or your biggest client’? It does.”
—The New York Times

“These talented communicators blend a daunting array of disciplines into highly readable and practical advice.”
—Booklist

“I’m on my third reading. Half the pages are dog-eared. This is a mind-bogglingly powerful book. For life.”
—Tom Peters

“A user-friendly guide to mastering the talks we dread . . . a keeper.”
—Fast Company 

“Emotional intelligence applied to life’s toughest moments.”
—Daniel Goleman, bestselling author of Working with Emotional Intelligence

“The only people who shouldn’t read
Difficult Conversations are those who never work with people, anywhere.”
—Peter M. Senge, bestselling author of The Fifth Discipline

“How do you confront your ex-spouse who’s late picking up the kids? How do you tell a client their project took longer than expected and the bill is twice as high? How do you say ‘I’m sorry’? Start by picking up
Difficult Conversations.”
—Citizen

Difficult Conversations will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives.”
—Library Journal

“Stone, Patton, and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format.”
—Publishers Weekly

“The central insights of
Difficult Conversations so resonate with common sense that it is easy to overlook just how remarkable of a book it is . . . a must-read.”
—Harvard Negotiation Law Review

“Examples more clear-headed and advice more precise than we’ve seen before.”
—Dallas Morning News

“Stone, Patton, and Heen have written an extremely clear and unpretentious exposition of how to develop effective communication skills and a guide to achieving openness and constructive outcomes in dialogue . . . this book is, and probably for some time to come will be definitive.”
—Southern Communication Journal 

About the Author

Douglas Stone, Bruce Patton, and Sheila Heen teach at Harvard Law School and the Harvard Negotiation Project. They have been consultants to businesspeople, governments, organizations, communities, and individuals around the world, and have written on negotiation and communication in publications ranging from the New York Times to Parents magazine. Bruce Patton is also a co-author of Getting to Yes. Each of them lives in Boston, Massachusetts.

Stone and Heen are the authors of
Thanks for the Feedback: The Science and Art of Receiving Feedback Well (Even When It Is Off Base, Unfair, Poorly Delivered, and Frankly, You're Not in the Mood) (Viking/Penguin, 2014)

Roger Fisher is the Samuel Williston Professor of Law Emeritus, Director of the Harvard Negotiation Project, and the founder of two consulting organizations devoted to strategic advice and negotiation training.

Product details

  • ASIN ‏ : ‎ B004CR6ALA
  • Publisher ‏ : ‎ Penguin Books; 10th edition (November 2, 2010)
  • Publication date ‏ : ‎ November 2, 2010
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 2373 KB
  • Text-to-Speech ‏ : ‎ Enabled
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Enabled
  • Word Wise ‏ : ‎ Enabled
  • Print length ‏ : ‎ 350 pages
  • Customer Reviews:
    4.6 4.6 out of 5 stars 3,910 ratings

About the authors

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Customer reviews

4.6 out of 5 stars
3,910 global ratings

Customers say

Customers find the advice in the book great, useful, and powerful. They describe the book as a good, remarkable read that keeps things understandable and well-explained. Readers also say the book is an excellent guide to conduct difficult conversations and offers a powerful look into human psychology.

AI-generated from the text of customer reviews

156 customers mention "Advice"156 positive0 negative

Customers find the advice in the book great, useful, and powerful. They say it provides practical guidance and tools on how to approach situations to achieve better results. Readers also mention the book provides case studies and help resources.

"...Conversations" is among the self-help resources that I find quite useful and somewhat sociological...." Read more

"...from many of the 5 star reviews, this book provides a number of valuable insights about one possible way to view, understand and approach difficult..." Read more

"...an impressive command of their subject matter, which is discussed in an interesting and easily understandable manner...." Read more

"...communications books I have ever read... fabulous, common sense approach to communicating, whether a difficult conversation or not... How to make..." Read more

121 customers mention "Readability"121 positive0 negative

Customers find the book useful, remarkable, and one of the best communications books they have ever read. They also say it's a great book for college classes and impressive.

"...to improve any of your work or personal relationships, this is a fantastic book. Five stars." Read more

"One of the best communications books I have ever read... fabulous, common sense approach to communicating, whether a difficult conversation or not..." Read more

"...Outstanding read and I recommend it to everyone since we all communicate with each other in some form or another." Read more

"Great content. Good, usable advice. I recommend it.Wish it was easier to read...." Read more

97 customers mention "Ease of reading"86 positive11 negative

Customers find the book easy to read and well-written. They say it helps them articulate their words and conversations better. Readers also mention the authors have an impressive command of their subject matter. In addition, they say the book provides a systematic look at difficult conversations that will help prepare and navigate through them.

"...Countless examples of different conversations are offered, some demonstrating how many of us instinctively react followed by demonstrations of how..." Read more

"...It is obvious that the authors have an impressive command of their subject matter, which is discussed in an interesting and easily understandable..." Read more

"These books are well written. I'm not sure if I ever used anything out of this one." Read more

"...It suggests slight changes in phraseology that can change the entire direction of a conversation...." Read more

32 customers mention "Conversational content"32 positive0 negative

Customers find the book's conversational content excellent. They say it provides a great perspective and framework for conversations that can be applied to everyday life. Readers also appreciate the focus on listening and say it has significantly improved their relationships with people.

"...is among the self-help resources that I find quite useful and somewhat sociological...." Read more

"...it informs on genuine, obviously well studied, techniques that refine natural interactions...." Read more

"Some conversations are easy to have. Some are hard — both in personal life and in business settings...." Read more

"...I especially liked the focus on how to listen, how to look at your own contribution to the difficulty, etc...." Read more

17 customers mention "Material quality"15 positive2 negative

Customers find the book's material excellent and eye-opening. They say it's in perfect shape and condition.

"Perfect shape and condition" Read more

"The material is excellent. I found out a few things I’ve been doing well, but much more that needed improvement." Read more

"...and it was in great shape although it said it was used it was and very nice shape. I would definitely order from dis seller again!" Read more

"...I received this book promptly and it was in great condition (as listed). The subject matter was excellent!..." Read more

Good book but half pages
3 out of 5 stars
Good book but half pages
I don’t know who’s printing it and where’s quality control. Yes I ordered with a bunch and get to it after “30 days” so can’t return. But this is such BS. Waste of money.
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Top reviews from the United States

Reviewed in the United States on October 26, 2022
Though as a Sociologist I had long resisted, the twin grinds of pandemic lockdowns and middle age finally brought me to my knees before the American God that is the self-help book/podcast. Along with my other favorites, such as Catherine Price and the Nagoski twins' contributions, "Difficult Conversations" is among the self-help resources that I find quite useful and somewhat sociological. I like "Difficult Conversations" because it seems to me to encapsulate what lawyers have learned about humanity, which is far, far more useful than the devastation that common-law lawyers wreak upon humanity in the practice of law. If only common law, and the Antienlightenment American judiciary, were liquidated, replaced with institutions for democratic development, and the profession of law set instead upon this Enlightenment project of coaching people to understand themselves, people, and human communication better, in order to improve our relationships ourselves, like adults with only one life to live.

What lawyers know about humanity comes down to this: From the ersatz "god particle" POV of lawyers, we are all part of the problem, all the problems. If even lawyers, with their two or three years of graduate education, can paint any individual human as at fault in any problem--And they can. That is what they do for a living.--then we all can face our own implication in the reproduction of relational messes. Prioritizing reintegrating human relations, we can tell our important relations how important they are to us, and show them how important they are by recognizing and affirming their brand (the identity they instrumentally and emotionally cling to), and by being curious about what they have to say about what's gone wrong, only after which, we can then tell our story.

I know what some of you are thinking: This book is wildly tone-deaf in a cancel-culture era vibing off the hallowed traditions of capitalist debt shame and the grueling legacy of shame-based religious population control. Yes. Yet if we want to have better relationships with important people in our lives, we need to get right with what it means to be a social human: We are all implicated, though certainly to varying degrees, given social hierarchy. But in the important *micro* relations that we live in--like work, family, and friend relationships, we tend to be a bit more equally implicated in the mess. It's just what it is to be social, to be human rather than an autonomous, mythical angel or demon.

To extricate ourselves from dehumanizing relationship incapacity, we learn to overmaster our fear of shame, blame, and righteous affect. People grip their self-righteous identities, which they have borrowed from aging political and commercial campaigns, and they use them to jockey for resources. But we also hope that people in our lives will take the responsibility to prioritize reason and caring above righteous affect. We can be that leadership.

I thought about "Difficult Conversation's" insights, and tried the communication recommendations. It feels a lot better than drowning in myopic, psychological-warfare storytelling with someone you need. It's not a one-shot deal, though, to reintegrate a long-bruised relationship. It's multiple conversations over time, in each of which it can be helpful to gird yourself to take on conversational responsibility. Imma keep this book around. Perhaps with practice, I will incorporate the approach and be able to more skillfully conduct difficult, reintegrative conversations--whether heading off trouble or restoring broken relationships-- with the important individuals in my life.
13 people found this helpful
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Reviewed in the United States on October 13, 2019
Conversations make up a significant portion of many of our days. Minor or major clashes can lead to issues at work and home, and may ultimately contribute to significant problems in our marriages, jobs, and friendships. Wishing for positive outcomes or for other people to be more reasonable seldom works.

“Difficult Conversations,” written by Douglas Stone, Bruce Patton, and Sheila Heen, offers constructive tips on how to navigate through those encounters. The authors tell us that “…human interactions are complex. Trouble arises from the intersection of styles, behaviors, assumptions, and interests, not because one person is all good and the other all bad.” In a potentially volatile conversation, it is normal to hear what we think is being said without fully understanding the other person, which can lead to defensiveness and blame. At other times, we believe so strongly that what we are saying makes sense that we fail to recognize that what the other person is saying makes sense, too.

Authors Stone/Patton/Heen offer up new paradigms in easily understood explanations. Countless examples of different conversations are offered, some demonstrating how many of us instinctively react followed by demonstrations of how we can turn the discussion around. While ideas like reflective listening are included, the authors target the problems that prevent us from achieving positive interaction, explaining how things like emotions can get in the way and how to deal with them. Reducing blame, managing what is referred to as The Three Conversations, and other helpful tips like reframing are fully explained in such a manner that it seems easy to add these tools to our repertoire and begin using them right away.

The authors, however, recognize that these conversations are not always easy, and they also address those stumbling blocks with multiple examples. In the end, Stone/Patton/Heen can’t prepare us for every possibility to come alone, but if we perform the preparations outlined in the book, we can’t help but continue to improve and become more adept at using the ideas they have shared. If you would like to improve any of your work or personal relationships, this is a fantastic book. Five stars.
19 people found this helpful
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Reviewed in the United States on December 27, 2011
I agree with the observations from many of the 5 star reviews, this book provides a number of valuable insights about one possible way to view, understand and approach difficult conversations. However I do have one comment that I didn't see from the reviews I looked at - they provide little data about how well their approach works. It is after all just one approach, and while elements of the approach seem like they would be helpful and effective, there are other approaches to difficult (and not so difficult) conversations that also have a certain element of appeal to them (e.g. transactional analysis, warm fuzzies/cold pricklies etc). The authors claim to have worked through difficult conversations with a number of participants. It would really add tremendously to the book to have some data about how things turned out say with 500 couples going through counseling where 250 read the book and 250 didn't and then comparing the divorce rate or some such. Furthermore there's definitely a skew here where the outcomes are likely to be better if both parties have read the book, which generally won't be the case. Some data on how well these techniques work when only one party is practicing them would also (hopefully) strongly support their approach.
11 people found this helpful
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Top reviews from other countries

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fabian torres
5.0 out of 5 stars Muy útil
Reviewed in Mexico on January 29, 2023
Aprendí tips de escucha activa y comunicación que me han permitido mejorar relaciones y ganar ganar.
Isabelle L
5.0 out of 5 stars Great book for any situation!
Reviewed in Canada on September 28, 2022
I find this is one of those books that can help you in any difficult situation. From talking to your significant other, family, friends, coworker or collegue, this is a helpful book to read.
Cliente de Kindle
5.0 out of 5 stars Muy útil para conocerse mejor y conocer a los demás
Reviewed in Spain on March 31, 2023
Altamente recomendable para cualquier persona que quiera seguir trabajando sus habilidades sociales: escucha activa, empatía, resolución de conflictos, auto conciencia...
Aplica a cualquier área social: familia, trabajo, amigos, etc. Es un libro que regalaría a la gente que aprecio sin dudarlo.
Iordan Nedelcu
5.0 out of 5 stars Simply amazing
Reviewed in the Netherlands on February 20, 2023
Arguing with or for, is simply not the way. A must read! I sincerely encourage you to read it!
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Iordan Nedelcu
5.0 out of 5 stars Simply amazing
Reviewed in the Netherlands on February 20, 2023
Arguing with or for, is simply not the way. A must read! I sincerely encourage you to read it!
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Cliente Amazon
5.0 out of 5 stars QUE LIVRO.. Que ensinamento.
Reviewed in Brazil on December 10, 2020
Livro incrivel e me ajudou muito a melhorar conversas com pessoas e momentos dificieis.. TODOS deveriam ler esse livro.

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