"Difficult Conversations" is authored by Douglas Stone, Bruce Patton, and Sheila Heen, published by China Urban Press. Whether it is an apology, a hesitant customer, a difficult supplier, a sudden public relations crisis, or a request that is hard to voice, these difficult conversations often arrive when you are least prepared. Faced with such dilemmas, flight is not an option; one must face them head-on. Based on 15 years of intensive research and thousands of professional consultations, the Harvard Negotiation Project has forged a powerful tool to overcome complex communication challenges: the Harvard method for navigating through the toughest conversations.
