Douglas Stone, Bruce Patton, Sheila Heen
Difficult conversations are unavoidable, but they do not have to be destructive. By shifting your mindset, you can turn tense arguments into productive sessions that strengthen your connections.
Shift your focus from assigning blame to understanding how each person contributed to the problem.
Separate a person's underlying intentions from the actual impact their actions had on you.
Open discussions from the perspective of a neutral third party to prevent immediate defensiveness.