Chapter Eight

Focus on complicated conversations

We all know a complicated conversation as soon as it gets started. In fact, we mostly spot it in advance, which triggers an adversarial or defensive reaction that does nothing but make the conversation more complicated still. We need to understand what makes a conversation complicated and find ways to manage it effectively. As with all things, if you prepare for it and follow a sound process, you give yourself the best chance of success.

Creating complications

Strong emotions are clearly the first element that comes to mind in recognising a complicated conversation. This is usually because we know that there are important consequences to getting it right or wrong. Therefore one particularly ...

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