How to Overcome Difficult Conversations

The book is based on the idea that each difficult conversation is really three conversations. They involve our perception of the encounter and what it means to us. When two people are talking, there's a parallel conversation going on in their minds concerning their feelings about the interaction. This internal conversation will spark the following kinds of questions: How do I feel about what was said? Were the other person's feelings valid? Are my feelings valid? What should I do if the other person is angry or hurt? Many feelings enter into a conversation but aren't expressed. Difficult conversations don't just involve feelings, they're about feelings at their core. If we replace learning with command or anger, we'll never

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