Contents
Introduction: A New Way of Looking at Dialogue
Chapter 1. Why We Stink at Difficult Conversations—And How We Can Change
Chapter 2. How to Have Painless Conversations: The CANDID Approach
Section II: The CANDID Approach in Detail
Chapter 3. Compartmentalize Your Message: The Neutral Zone
Chapter 4. Ask Questions: From Furious to Curious
Chapter 5. Normalize: It's OK, Really
Chapter 6. Discuss the Issue: Just the Facts
Chapter 7. Incentivize: It's All About Them
Chapter 8. Disengage from the Discussion: Making a Good Last Impression
Section III. The Advanced Course
Chapter 9. Reframing: Making Difficult Messages Painless
Chapter 10. Managing the Dialogue: Response and Counter-Response ...
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