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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. you'll 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"