Three Layers of Difficult Conversations

Sheila Heen discusses three layers of difficult conversations: the what happened conversation, the feelings conversation, and the identity conversation. Each layer needs to be addressed for effective communication. The what happened conversation focuses on the facts and can often be easily resolved. The feelings conversation involves acknowledging and affirming the emotions of the other person. Finally, the identity conversation tackles deeper aspects of a person's sense of self. Understanding and addressing all three layers can lead to more successful difficult conversations.