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Tables of Contents for Difficult Conversations
Chapter/Section Title
Page #
Page Count
Foreword
vii
Roger Fisher
Acknowledgments
ix
Introduction
xv
The Problem
1
20
Sort Out the Three Conversations
3
18
Shift to a Learning Stance
21
108
The ``What Happened?'' Conversation
23
2
Stop Arguing About Who's Right: Explore Each Other's Stories
25
19
Don't Assume They Meant It: Disentangle Intent from Impact
44
14
Abandon Blame: Map the Contribution System
58
27
The Feelings Conversation
83
2
Have Your Feelings (Or They Will Have You)
85
26
The Identity Conversation
109
2
Ground Your Identity: Ask Yourself What's at Stake
111
18
Create a Learning Conversation
129
106
What's Your Purpose? When to Raise It and When to Let Go
131
16
Getting Started: Begin from the Third Story
147
16
Learning: Listen from the Inside Out
163
22
Expression: Speak for Yourself with Clarity and Power
185
16
Problem-Solving: Take the Lead
201
16
Putting It All Together
217
18
A Road Map to Difficult Conversations
235
14
A Note on Some Relevant Organizations
249