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Difficult Conversations: How to Discuss What Matters Most

by Doug Stone, Sheila Heen and Bruce Patton
Penguin Books, 1999

I frequently deliver training sessions on “managing and resolving conflict.” In the end, however, the conflicts I am helping people resolve can more often than not be boiled down to the title of this book: difficult conversations. The authors are outstanding practitioners in the conflict resolution field, and their book is a valuable contribution. They break down difficult conversations into component parts and provides useful frameworks for slowing these conversations down and escaping the traps we usually find ourselves in that make them so difficult to begin with. I highly recommend this book for managers and employees in organizations that find themselves mired in conflict or even just mildly frustrated with communication in the office.