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. youll 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