Contents
Foreword by Roger Fisher
Acknowledgments
Introduction

The Problem

1 Sort Out the Three Conversations

Shift to a Learning Stance
The "What Happened?" Conversation

2 Stop Arguing About Who's Right: Explore Each Other's Stories
3 Don't Assume They Meant It: Disentangle intent from lmpact
4 Abandon Biame: Map the Contribution System

The Feelings Conversation

5 Have Your Feelings (Or They Will Have You)

The Identity Conversation

6 Ground Your Identily: Ask Yourself What's at Stake

Create a Learning Conversation

7 What's Your Purpose? When to Raise It and When to Let Go
8 Getting Started: Begin from the Third Story
9 Learning: Listen from the Inside Out
10 Expression: Speak for Yourself with Clarity and Power
11 Problem-Solving: Take the Lead
12 Putting it all Together

A Road Map to Diffcult Conversations
A Note on Some Relevont Organizations