CHAPTER 7

PRINCIPLE 3: APPLY THE RESOLUTION FRAMEWORK FOR DIFFICULT CONVERSATIONS (STAGE 2)

Stage 2: Having the conversation

Although we can never fully anticipate what will happen in a conversation and how we or the other person will respond, the preparation should have ensured that we have done enough to be able to focus on what is in front of us. Having prepared, we will be less likely to be worrying about information we do not have to hand or to be thinking on the spot about priorities. We will also have done some emotional groundwork.

This chapter provides the tools to build on that work during the conversation and to respond to bumps in the road that may occur during it.

It is helpful to bear in mind that the emphasis on listening and ...

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