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  • Difficult Conversations: How to Discuss What Matters Most. Bruce...
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Difficult Conversations: How to Discuss What Matters Most. Bruce Patton, Douglas Stone and Sheila Heen

Difficult Conversations: How to Discuss What Matters Most. Bruce Patton, Douglas Stone and Sheila Heen

byBruce Patton
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wanda
4.0 out of 5 starsgood examples
Reviewed in Canada 🇨🇦 on August 7, 2018
This held up to the title of the book. Good examples provided. Good warning signs provided.
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Top critical review

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Kazunori
2.0 out of 5 starsToo obvious...what we need is a difficult relationships book
Reviewed in Canada 🇨🇦 on July 7, 2004
The stuff in this book should be obvious to most reasonable people. If you're having problems at this level, you still have a long way to go in terms of dealing with truly difficult situations. Seeing so many people liking books like this gets me worried... (Is it just me who feels like I'm back in kindergarten when I take these corporate self improvement classes (come on, be honest now).)
If you can generally gather the gumption to talk with people through awkward issues, this book will not help.
My really difficult issues in life are with severely complexed people who are either defensive to the point of being anti-social or with those who never learned the skill to listen. You know people like this, right? Their bad behavior inevitably drives away their friends and they often have trouble with their other family members.
I'm not saying that I'm always in the right when having difficult conversations with people like this. What I struggle with is dealing with really hard headed people, and this book only belabors obvious points like "there are two sides to every story" and "you have to try to stay reasonable if you care to get through".
Everything in the book is good, if that's what you want to learn about. I just found it too obvious, and it assumes the case where the other person is a relatively well adjusted person.
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From Canada

wanda
4.0 out of 5 stars good examples
Reviewed in Canada 🇨🇦 on August 7, 2018
Verified Purchase
This held up to the title of the book. Good examples provided. Good warning signs provided.
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Pierre Daigle
5.0 out of 5 stars This is one of the best book to read on dealing with Difficult Conversations
Reviewed in Canada 🇨🇦 on September 8, 2016
Verified Purchase
This is one of the best book to read on dealing with Difficult Conversations. I've used some of content in my Conflict Management training programs.
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love123#
4.0 out of 5 stars Read the book prior
Reviewed in Canada 🇨🇦 on March 4, 2021
I loved the book, the audio is ok, but prefer the book version
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BelleH
4.0 out of 5 stars Must read for first time managers
Reviewed in Canada 🇨🇦 on July 8, 2012
This book is an excellent read for first time people managers! It helped me to understand how to approach situations and different types of people. There are times when managers too need help and this book gives great tips, ideas, guidelines and a step by step process you can follow.

I would read this non-stop before preformance reviews and before intense coaching sesssions, gave me the tools I needed to enable me to be sucessful in my new roles.
One person found this helpful
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Andrew A. Hoover
4.0 out of 5 stars Difficult Conversions
Reviewed in Canada 🇨🇦 on February 7, 2003
Stone, Patton and Bruce have written a very useful and critical work on the dynamics of all conversations - the ones we've had and regret; the ones we don't have, because they seem too risky; and the ones we need to have to enhance our personal and professional relationships. They argue that there are three categories of conversations, which encompass every aspect of what transpires in our daily exchanges. They are: (1) The "what happened?" conversation (2) The feelings conversation and (3) The identity conversation. We can become more skilled and efficient in our conversations, if we begin to check our often flawed assumptions about what happened, how we're feeling and how our self-perceptions impact our understanding of what others say. Typically, we assume we are right and others are wrong, we assume the intentions of others, we don't treat feelings as facts, and we associate our identities too closely with the contexts of specific conflicts. To have productive difficult conversations, we need to change the way we talk to ourselves and how we approach our communications with others.
One can't help wondering, however, if the only people reading this book are already self-actualized or so well on their way that they are, in fact, the best communicators among us. The authors' failed to address the lingering doubt left with the critical, reflective reader: that most difficult conversations are the fruits of difficult people, who, unless they read this book, have little capacity or motivation to be anything but difficult. In any case, Difficult Conversations is mostly devoted to explaining and analyzing the three conversations and how one can use these categories to have more productive exchanges. The book has many useful graphic organizers, including a checklist and a roadmap for engaging in difficult conversations.
In effect, Stone and his colleagues argue that we must shift from a perspective of "knowing" to "learning". Meaningful conversations can take place when we don't permit our assumptions to rule the moment, rather when we take control by being curious, open, and self-aware. To find out what happened, we need to explore each other's stories, separate intent from impact, abandon the blame framework, and to consider all conflicts as a system ("the contribution system"), to which every party has contributed in some way. They argue that the blame framework is a clue that feelings are playing a significant role in a conflict. Feelings often get translated into judgements, attributions, characterizations, or solutions. The key to managing feelings is to treat them as facts by acknowledging them, and considering how they are part of the problem and exploring them fully. All too often our feelings emerge from the sense that our identity is somehow at stake. Most of us frame our identities around one or all of three core themes: competence, virtue, or worthiness. When we feel any of these is questioned, we revert to fight or flight. We can best manage the identity issue by understanding ourselves as complex, by knowing we make mistakes, by acknowledging that our intentions are not simple, and by recognizing that all parties contribute to problems. The "learning" must begin within ourselves before we can understand issues or problems with others.
We can affect our own conversational "learning" by engaging in "the third story" conversation, which requires us to consider how a third party would describe and analyze the situation. This sets up a process of internal dialogue, which is necessary to check our own perceptions, feelings, and interests. Further, the authors encourage listening from the inside out, speaking for yourself, and taking the initiative. While the book combines theory, examples, and description, it is also a very handy guide to improving one's communication style in the workplace or at home.
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island reader
5.0 out of 5 stars A must for every library
Reviewed in Canada 🇨🇦 on March 5, 2011
If you are breathing you need this book. We all encounter difficult conversations on a daily basis. Whether with co-workers, clients, family, friends, spouse, your doctor, lawyer, or salesperson; we are often in a conversation that could have a conflict in it.
I am not a counsellor but I found this book in the library where I work. What a Godsend! I had to purchase my own copy. I have since been able to practice the steps in this book with many important relationships in my life.
This book is a must for any library and a must read for anyone. It should be required reading in high schools.
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Mrs. Emma L. Elsey
5.0 out of 5 stars ESSENTIAL Life-Skill Reading - For Your Personal Life or Career!
Reviewed in Canada 🇨🇦 on May 28, 2009
Who it's for: If you ever avoid difficult conversations, or launch into them and then wish desperately that things had gone differently, then this book is for you.

Conflict is inevitable. But in business and life we often avoid essential conversations like asking for a well-deserved raise, giving feedback to a touchy staff-member or confronting a friend who has been undermining us.

It doesn't have to be that way. This invaluable book gives you the lowdown on a rare life-skill that will help you:
- Shine as you move up the corporate ladder (and preserve your sanity too!)
- Move more easily through your personal relationships (think friends, parents, children, partners)

While the book is quite left-brained, the concepts are straightforward and well developed. You can keep going back to this book - ESSENTIAL READING!
2 people found this helpful
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buyersballad
5.0 out of 5 stars Cogent, well-written, concise and very useful
Reviewed in Canada 🇨🇦 on May 14, 2004
Having researched numerous books on this subject, I found this to be one of the best. The book is structured well: the introduction gives an apt overview, the writing is simple and to the point, with excellent examples and an outline provided to assist with a final review.
One of the book's strongest points is its focus on the underlying problems that create situations where conversation becomes difficult. The temptation to digress and meander into a quagmire of various psychological/environmental/biological explainations can be great, but the writers stays the course, using only pertinent examples and explainations, keeping the book fairly short and to the point.
Many works of this genre focus on superficial fixes. Some of those do work, particularly for short term situations. However, the topics covered in this book go a little below that superficial surface, often seriously questioning common behaviors that often contribute and prolong difficult conversations/situations.
A caveat: the recommended techniques hold great promise, but using them requires quite a bit of work. Unlike the many fixes from other sources, there are no promises of immediate success. Instead, there may be many obstacles both from the self and from others that will come up.
However, perserverance does seem to pay off. I work at a large law firm and the perpectives and solutions offered in this work has made my work easier and more productive.
6 people found this helpful
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twocoolers
5.0 out of 5 stars very highly recommended
Reviewed in Canada 🇨🇦 on March 8, 2002
When I first picked up this book, I wasn't very optimistic about its content. I've got a rather solid background in conflict resolution and communication, have even taught courses in listening and small group communication. I assumed the book would be more of the same -- here's where you should nod, here's how you reflect, etc.
I was pleased to find that I had misjudged the authors. Reading this book and truly incorporating its advice and philosophies can be a life-changing experience. The content here goes beyond technique and finds firm ground (surprisingly) in speaking about inner issues that arise during difficult conversations -- and it manages to do so without coming off as didactic or flakey. In fact, I would have to say that this is the first "self-help" book that didn't make me a little squirmy and rebellious -- I soaked up the information and found myself relying on the content in real life on a daily basis, and right away.
I also have found myself evangelizing the book to a great extent, and have recommended it to friends I know who are having difficulty with family members, bosses, their children their neighbors -- as well as to a number of my clients who have expressed difficulty in managing up and/or down.
There's something of value for just about anyone here -- even if you are already well-versed in communication and negotiation skills.
20 people found this helpful
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michael adams
4.0 out of 5 stars Review for Difficult Conversations
Reviewed in Canada 🇨🇦 on December 4, 2002
Any conversation that you can possibly imagine may run into some sort of difficulty some time in your life. From talking with your children or a significant other, or a conversation in the work place. All these conversations can have a difficult situation to deal with. This book can help you find a useful way to get through these difficult conversations. This book has a one step at a time approach to help you through these difficult times. It shows you how to start a conversation and keep it going once you have already started. This book also goes into telling you how a conversation shows who you are, and then how you are decides how your conversations will go. The book starts out with identifying the three types on conversation. Those being the "What Happened, Feelings, and Identity Conversations'" It gives you details on each of them showing you what may occur during each of them. Also what to do during while they are happening to make them work out best for each person involved. Finally the book teaches you how to create a learning conversation with the six ways to do it. "What's your purpose, Getting Started, Learning, Expression, Problem Solving, and Putting it all together." If you have any kind of problem when it comes to dealing with conversations or you just wish to better yourself in the communication area I suggest you read this book. It is a great way to better your communication skills and make your conversations more producitve. I know you will enjoy and learn from reading this book and every time that you reread it you will learn knew information that can be helpful to you.
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